Adventures in Great Customer Service

Dylan Drew loves his Chipotle. He's also a wealth of ideas.

When he wrote Chipotle about possibly adding a breakfast burrito to their menu, here is the response he got:

Jay,

Yeah, we get the breakfast thing now and again. One of the reasons we cannot offer breakfast at this time has to do with the amount of preparation we put into our food daily. You see, we make the chips, guacamole, marinate meats, clean lettuce, mix the salsas, and chop peppers and cilantro all in a days (sic) work. And that's just to name a few things. This along with a simple menu is why or (sic) food can be served and retain such fresh quality. We couldn't cut corners and cheapen breakfast any less, but we would be up all night.
However, you never know what the future holds. Take care!

Sincerely,
David Chrisman
Mo'Joe
Chipotl (sic)

What do I love about this response?

A few things:

1) It was written by a real live person, right on down to the spelling mistakes. Extra points for that and something we've done here at TheLadders since day one.

2) It is short, brief, and to the point. There's only so many ways to say "no, we aren't doing this", and there's no point in beating around the bush.

3) It answers Jay's question, but it also highlights major selling points of the Chipotle experience -- deflecting the negative with related positives. Excellent.

I don't know for sure, but I'm assuming that Jay walked away from this negative answer with positive feelings, which, short of giving him the answer he wanted to hear, is the best alternative for Chipotle.

Well done Chipotle!