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Friday, April 05, 2013

Quick Response to Feedback to Chipotle

I wrote my feedback to Chipotle at about 12:45.  By 5:30, I had received an email response from customer service.  Here is what they said:

Thank you so much for bringing this to our attention. It is so disappointing to hear that we have let you down a couple times with this restaurant. It is concerning to know that the high chairs are not up to standard and that our team was not helpful with you. We should not be using a cell phone at the register and I'm sorry this happened. I will reach out to the restaurant and make them aware of your concerns so we can look into this further.

If you'd like to send me your mailing address I'd be happy to put a few free burrito cards, good for any main menu item, in the mail for your next visit. You can use them at any location you prefer. We'd love to make it up to you with a better experience.


Amanda Spilos | Customer Service Consultant
Chipotle Mexican Grill


So sending the feedback was very reinforcing for me in that I got a quick response to my concerns.  I don't know if anything will actually change at that Chipotle, although I'm sure that having the high chairs without safety belts probably violates some restaurant regulation or another.  

I did email her my mailing address and will be glad to receive some coupons because we do go to Chipotle on many a Friday, although I will not be returning to the one on North Druid Hills.

I encourage you to practice your assertiveness in this way - send feedback when you think it would be helpful or worthwhile for a place of business to know about your experience.  You may have an impact and cause a positive change.  In addition you may get some concrete reward for your time and effort - like the coupons I expect I will receive!

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