bloomberg/inside chipotle documentary as chipotle struggles to regain customers, it’s overhauling its training and management system, which was once crucial in setting the company apart from its competition. “we put in place a set of tools designed to strengthen our already special people culture. chipotle’s restaurateur program was designed to create a path for internal mobility at the company and was hailed as transformative and crucial to the chain’s success. the system was pretty radical for an industry that is notorious for jobs with low pay and little, if any, upward mobility. “restaurateurs and the restaurateur culture that they are building allow us to deliver consistently better results.” now, ells has decided that the restaurateur program is at least partially to blame for chipotle’s difficulties.
“since restaurateur was the holy grail, and these tools were the only way to be a restaurateur, all of our teams’ energy was focused on these tools,” said ells. “this left our teams with little or no time for the basic things like training and customer service. the company is ending the practice of encouraging all crew members to interview with any new job candidate, in favor of a more streamlined process. promotion within the restaurateur program was once based on 27 measures, most of which, according to ells, had no relationship to the customer or restaurant operations. “in the coming months, you will see the return to the kind of restaurant operations chipotle was known for from the very beginning,” ells said. on tuesday, chipotle said that comparable-store sales at restaurants open for at least one year are estimated to fall 4.8% in the fourth quarter, missing the 3.7% decline predicted by analysts.
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