The first ever Clarity Award goes to the Chipotle Mexican Grill in Westford, Massachusetts. Congratulations, Chipotle!

After standing in line to get the burrito I was craving, I needed to ask if it was possible to get the rice without cilantro. The placard above the counter made a big deal about their lime-cilantro rice and I am no cilantro fan!

“Yes,” was the quick answer. And he turned to grab a large pan of brown rice free of the little green shreds.

Eyeing the other potential components of my burrito, I detected suspicious greenery everywhere. “Does the guacamole have cilantro in it?” I love guacamole. Why would they ruin it with cilantro!?!?

“Yes, but I could give you an avocado!” 

“How about those tomatoes?”

“Yes, but hang on a minute.” Another employee quickly returned with a pan of chopped tomatoes also free of the little green shreds.

“What about the corn? Does that have cilantro?”

“Yes.” But then the tomato guy showed up with a big spoonful of corn. “It’s a little frosty. Is that OK?”

At this point, I could only grin. Three guys scrambled to make me the fattest burrito possible. Cilantro free despite the inclusion of cilantro in everything in sight. They didn’t ask for permission. They didn’t turn to someone else to make it happen. They collectively scrambled to give me what I wanted while slowing the line as little as possible.

Contrast this with the previous night where drinks ordered while waiting at the bar before dinner had to be settled and could not be transferred to the dinner tally.  “We don’t do it that way.” Where separate checks are not allowed. “It’s against our policy.”

Well, cilantro is obviously the policy at Chipotle and yet I got a cilantro -free, policy-free, excuse-free burrito in the blink of an eye. Those three guys deserve a lot of credit, but the organization gets the Clarity Award for creating an environment with the clear priorities, motivation, and authority that  makes such behavior possible.

Want some help creating a customer-centric culture like this one? Give me a call at 800-527-0087.