Tag Archive | Chipotle

Customer Service – Right and Wrong

Any perceived irony is intentional

Yesterday concluded one of the best customer service experiences I’ve ever had.  Before I tell that story, however, I’m going to tell you about one of the worst.  They both happened within two weeks of one another.

My office of 3 sometimes orders lunch as a group.  Often, this happens when my wife, who is a driver for us, is delivering near a restaurant we like.  Because the office is so close to our house, she can easily drop something off on the way home.

On a particular day recently, we knew she’s be working right next door to a Chipotle and we were in the mood for burritos.  We placed our order through the Chipotle web site and waited anxiously for our lunch to come.

Our lunch was crazy late because, apparently, the restaurant was busy as hell and even though we’d ordered our lunch early, nobody had actually pulled it off of the register yet.  When my wife arrived, they told her they didn’t have an order, looked on the computer and insisted they didn’t have it and sent her away. She called the office and got the confirmation number (because we’d already paid for the order).  After a long time period in which it became apparent that the manager had no idea how to operate her own computer system, the order was located.

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