Archive for the 'Thoughts' Category
Winning with Customer Service
The other day at lunch I went to the local Chipotle fast-food restaurant. The line was out the door but this is typical for this location, especially at lunch. I like their food and the way they assemble your order right there in front of you. The line was moving at the normal pace. Then, all of sudden, it stopped. Something was wrong at the check out, it seems the cash register had stopped working. The manager quickly went over, spent a short minute looking at the problem and then did something astounding. Instead of holding up the line trying to get the cash register fixed, he let everyone go with out paying. The manager understood he would lose more customers trying to get the cash register fixed than giving the the food away.