Have you ever been in love?
I’ve been obsessed with Chipotle and their truck sized burritos for a couple of years but let me tell you – yesterday sealed the deal.
So just what happened that solidified my man crush on a pile of rice?
Well you see, when I ordered my steak burrito I was informed that they had run out and I would have to wait a few minutes while someone chopped some more up (Have you ever watched them do this? I’m sure they’re going to take their thumb off every time).
Not a huge deal, it gave me time to checkin and write an email. I’ve had to wait a whoooole lot longer when the line is out the door like usual.
When I went to checkout the girl at the register apologized for my wait and said my burrito was on them.
Whatttt!
I couldn’t believe it.
Have you ever been given a free meal at McDonald’s when you have to wait for them to make more french fries? Nope.
Even at fancy restaurants if your food takes longer than expected, they usually just throw in some crappy dessert that you didn’t even want.
Jeeze, thanks but I really didn’t need your chocolate fudge mountain brownie, I’m watching my figure.
But luckily the good people of chipotle are even smarter then I imagined.
They realize that, yes a policy like this costs them a few bucks now and then, BUT when you mess up and are able to completely go above expectations you end up creating a stronger bond with your customers.
Chipotle realizes they don’t sell burritos.
They sell customer service wrapped in a tortilla.