While I like Philz, and often praise their management and history, I had a bad experience today with their customer service. The cashier worker (female, mid 20s, looks Caucasian, was on the morning shift on Sunday 6/7) had a horrible idea of what is customer service.
She was really irritable and snappy, talking loud and fast for no reason. Before I even ordered, she rudely interrupted to announce that I had to wait for 10 minutes because I didn’t use their app to preorder. There was no respect or actual service, as if she was the one paying me.
It is just awful that the service industry has been diluted by workers who are not trained in any course on hospitality or customer management. I have been around the world and this is a peculiar phenomenon to our economy. College undergrads with no experience overtaking the real laborers of the service industry and acting rudely and arrogantly. The initial theory behind this was the savings accrued by management would be passed on to the customer but not when the coffee cup is 180% more expensive than competitors, it is then expected that trained workers would be hired.
Management, ideally, should rebuke such behavior and remind their workers that they have to take their service tasks seriously, and that the customers are neither their friends nor foes, they are...customers.
Otherwise, I really like some of the coffee at Phil’s and the place here on Diablo is generally friendly, where pre-covid it was a nice social spot. Overall, the place is a great addition to the local business community, but needs to hire better workers. Which is why it amounted to a 2 star-rating.