Chipotle has made it mandatory for employees to smile at customers as part of a plan to enhance the chainâs image of friendliness. CEO Scott Boatwright revealed during an earnings call that a customer study indicated staff were perceived as lacking in friendliness. He outlined a series of corrective measures aimed at ensuring cleanliness and improved customer service across the 3,800 restaurants. Additional training for staff will focus on providing welcoming interactions alongside maintaining clean environments at all locations. Other chains like Starbucks have similarly introduced measures to elevate customer engagement.
CEO Scott Boatwright stated that a customer study revealed Chipotle employees were 'not as friendly as they should be' and laid out actions to improve hospitality.
Boatwright emphasized that 'smiles down the line don't slow us down' as they implement measures for improved customer interaction and cleanliness.
Chipotle's approach includes not just smiling but also maintaining clean dining areas and enhancing on-site recovery for any customer issues.
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