Chipotle ran a 3-day deal offering free chips and queso to customers who ordered through the mobile app, and I was happy to take advantage.
When I went to pick up my food, there was a long line of people waiting, and one poor guy was frantically making all the to-go orders. Contrast that with three employees who were prepared to serve the walk-ins — but were standing around with no customers because more had ordered through the app to receive the deal.
Chipotle corporate incentivized mobile orders, but Chipotle local did not make staffing adjustments (or did not know) to accommodate the likely change in ordering habits. Thus, the free side of queso came with a side of frustration as we waited.
Much of the dislike of change could be mitigated if the people making the alterations considered who would be affected and communicated with them in advance. Don’t let the chips haphazardly fall wherever they may; let others plan for the change that is coming.
