Bloomberg/Inside Chipotle documentary
The company recently said that it added 7 transactions per hour during peak lunch and dinner times, reports Roberto Ferdman at Quartz. On Fridays, speed increased by 11 customers per hour at lunch.
On a recent earnings call with investors, Chipotle explained how it has been able to make service even faster. The company calls the speed of transactions "throughput," and considers it essential to the success of the business.
"I think the notion of fast throughput somewhat degrading the customer experience is wrong," co-CEO Steve Ells said. "If you were to go survey everyone in our lines, they would all want faster throughput."
Here are a few ways Chipotle has made service even faster in recent years.
- Linebackers. These workers "patrol countertops, replace serving-ware, and refill bins of food," Ferdman writes. This ensures that the burrito-makers and cashiers can completely focus on customers.
- Schedule. Chipotle managers are asked to put their most experienced and reliable team members on the schedule during peak hours, which are 12-1 for lunch and 6-7 for dinner.
- Credit, not cash. Chipotle customers are increasingly paying with credit cards, co-CEO Monty Moran said last week. This moves people through the line faster. Chipotle also doesn't require signatures on credit card transactions.
Moran said that thinking of ways to speed up service remains a "top priority" for Chipotle.