Last week while at the National Coffee Association Convention (NCA), Ms. Andi Trindle Mersch from Philz Coffee spoke about their made-to-order brand and customer service model, Philz’s “thing” that sets them apart. She also broke the news that cold brew may be coming soon to a Philz shop near you! This isn’t a recorded session living online, so please allow us to reflect and expand upon her words.
Philz’s Made-to-Order Brand Model: In our experience, whenever a customer walks up to a Philz coffee shop counter, they are greeted joyfully, asked for their order — a choice between one of the roasts – light, medium or dark — and then, between sweet or creamy. Once the coffee is made, the customer is always asked if it’s too sweet or creamy or just right. One gets the feeling that it’s truly made for you. In the era of customization, especially for the millennial generation, by asking if the order tastes okay or if it needs adjusting, Philz creates the opening for a second chance. It’s a welcomed chance for the customer to say, “hey, this isn’t quite right, can you fix it before I accept it?” Giving the customer this level of power gives them more ownership of their experience, their coffee and, their day.