Customer Service Stories – Part I

DON’T GET TOO CLOSE TO THE FOOD AT THE LIBERTYVILLE CHIPOTLE

So I got yelled at the other day by the kitchen manager because I leaned over the counter and pointed at the food in the Chipotle restaurant in downtown Libertyville. Mind you, I was still a few feet away from the actual food although without any ingredient labels, what was a Chipotle Burrito lover to do in creating the ultimate sandwich?

You see, even though I enjoy Chipotle, for whatever reason, I’m not a regular so when it comes to determining what I want on my tacos or burritos, somehow, I need ingredient labels for assistance. Without signage, I revert to pointing which is contrary to restaurant policy especially if you lean over towards the food as you point. And the way the Chipotle Grill is designed in Libertyville with a lack of a barrier between the customers and how the ingredients are displayed, customers who are not vertically challenged may sometimes accidentally lean over and point at the food. Again, I learned, a big “no no.”

I’m all for hygiene and adhering to restaurant guidelines so for future visits to this Chipotle, I will certainly be cognizant about not getting close to the food and pointing. Oh yeah, and using my words (including adjectives) to specify what ingredients will comprise my ultimate sandwich.

Having said that, I’m wondering if this interaction could have been handled differently. The kitchen manager loudly told me not to reach over and point at the food. It was the first time I was ever scolded for pointing at restaurant food. I was more shocked than embarrassed as my intent was really benign, just trying to customize my burrito. Perhaps she could have taken me aside and mentioned this to me? Customer centric?

After the verbal reprimand, I constructively asked her if it was possible to include an ingredient list so I would not have to point. Seconds later, she just walked away as she was not interested in my suggestions. Perhaps she was not interested in addressing the issue, but rather just do her job by ensuring the food stay pure with proper hygiene. I understand she has a job to do, however, being a representative of the restaurant, she could have “heard me out” and told me she’d submit my suggestion to the store manager for consideration.

As I was leaving, I met a woman who had heard the interaction who quietly told me her boyfriend had been yelled at two nights ago because he too pointed at the food. I’m sure others have been scolded over the first years of the restaurant’s existence. At some point will she or other employees talk about this issue and decide to take some action to help mitigate this issue from occurring again?

REACTIVE VERSUS REACTIONARY

As I was listening to the Dan Patrick podcast the other day a term caught my attention as I heard it was improperly used. The host, Dan Patrick was talking about the upcoming 2014 NFL draft and the fickle sports media when it came to the flavor of the month and suggested the NFL media are so reactionary.

After hearing this, I rolled my eyes regarding Dan’s misuse of this term. According to Wikipedia, reactionary refers to a person who holds political viewpoints that favor a return to a previous state in a society. I believe he should have said ‘reactive’ instead.

According to Bing, the term reactive relates to a response to events or situations rather than initiating or instigating. This dictionary also suggests it’s something caused by stimuli or events.

That’s not the first time I’ve heard Dan misuse that term. The last time it was used, I reached out to the Dan Patrick show pointing out the misuse of the term without ever receiving a response. Regardless, I won’t just call out Dan Patrick. I’ve heard other sports’ talk show hosts use ‘reactionary’ when in fact they should say ‘reactive’ instead.

Whenever the term ‘reactionary’ is improperly used, it raises my ire in a number of ways. First, reactive and proactive go hand and hand — especially in a corporate environment or dealing with customer service. Do you react to events or are you proactive or anticipate new events or possible problem areas? If I hear reactionary, the last association would not have anything to do with proactive behavior. Two, the term ‘reactionary’ suggests having political views in favor or going back to a previous state of society – not something I would necessary endorse.

Dan, in the future, please consider using reactive instead of reactionary when describing a response to events.

 

 

 

 

 

 

 

Kevin Schwarm

I have over 25 years of professional experience in business, information technology (IT), and customer service. Industry experience in retail, medical insurance, higher education, non-profit, financial services, and property and casualty insurance. Customer focused professional interested in providing value (save time, money and aggravation) by evaluating and analyzing information, services and products with a unique perspective.

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