| rev:text
| - I think it's an Arizona pandemic - crappy owners who employ awesome staff.
Exceptional environment. I mean, they nailed the coffee shop/mid-tier restaurant theme with zeal. The outdoor patio is an oasis in the barren, skid-mark stained landscape, known as Phoenix.
The staff are stunning. Energetic, enthusiastic, engaging, informative, very talented. Great mixology, great cappuccino, great latte art, great integration of figs into so many culinary delights.
So what's the issue with this place. Straight up, the owner. I think her name is Rebecca? You'll know you're talking to the owner because she's the one who's stressed out, operating in a state of chaos, rude to her staff, rude to customers, and overall, just very short & unfriendly. I don't know if her posture and attitude is intentional or not, but it affects the customer experience in the most unfortunate ways. Like a ripple in water, it affects the entire lake.
We have had groups there, we have taken our closest friends, my wife and I have gone and worked there for several hours on our laptops pounding out work, we have recommended it to so many people in our massive network - and without question, when the owner is there, everyone who has experienced it, agrees that the owner is detrimental to the success of the customer service experience.
An example? I listened to her chastise one of her employees in front of other customers for letting my wife and I sit at a 4-top inside. The employee tried to explain that we had been there for a coupe of hours and had spent well over $50 in our time there, but she did not have time to hear it. She approached out table, asked if we wanted a refill, and told us that if they needed the table they would be asking us to leave/relocate. Very abrupt with resting bit#h face the entire time.
We suggested that we would be happy to move outside, but recognized that the outside was the most popular place for her customers, so we opted to stay indoors to alleviate taking her most popular seats. She suggested we go sit on the dilapidated outdoor couch (out of sight, out of mind so it seemed.)
I grew up in the restaurant business. My father has owned and operated many casual and fine dining establishments. I have worked FOH & BOH in my early days. I understand restaurant ethics and expectations well, and it's not that she was even wrong in her desire to have us relocate to accommodate a larger group, if one showed up - it's that her delivery was so retched, that it steered us out the door shortly there after. We felt unwanted & undervalued as customers because she choose to operate with a lack of socially acceptable communication (both verbal & non-verbal) skills. It's very unfortunate.
As a former corporate executive of a 500+ employee organization, and now multi-business owner, I would deeply encourage the owner to take note of this review. Hire staff for their expertise, train them on your expectations & policy, and then give them the slack that they need to do what it is that they do best, their jobs. Leadership is not a position or a title, it is action and example. For 32 Shea, after reading so many other customer reviews that validate our experiences, I would recommend the immediate decapitation of owner/customer interactions.
Here's hoping things change. Maybe if we know the owners schedule, we can plan our visits around when she'll be there? That seems ideal for now, because I've got lots of money to spend at local, owner operated coffee shops - but 32 Shea ain't gonna be one of them as long as this woman continues to employ the "No Fu#!s to Give" customer service approach to business ownership. ;)
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