Chipotle is famous for two things:
- Making a mean burrito
- Being a nice company
These two things are strongly correlated, which can help explain the company’s rabid customer base and meteoric growth the past couple of years. In fact, most would argue Chipotle couldn’t be known for one without the other.
The restaurant chain recently had a unique and unexpected chance to determine if that was true. The result caught a lot of people by surprise – except for its customers.
Earlier this week, Chipotle announced that it was halting pork sales at roughly one-third of its U.S. restaurants after discovering violations of its pig-housing policies at a supplier. That equates to a lot of customers not being able to enjoy their beloved carnitas burritos which, in turn, could have a big impact on Chipotle’s sales for the quarter and the year, depending on how long the shortage runs. This, in turn, could equate to a lot of unhappy customers and a lot of lost sales for Chipotle.
With that in mind, it would have been relatively easy for the company to quietly reprimand the supplier and make it try its hardest to make things better, all while still using its pork to make those mean burritos. Who would have known, right?
Chipotle would have known, of course, and that was enough for them.They know that being a nice company is a big part of what helps them make a mean burrito – and what has made them such a beloved brand in the eyes of their customers. They counted the long-term cost of using a product that went against their brand philosophy and “Food With Integrity” approach and determined it would be way more costly than any short-term losses resulting from the shortage.
Brands talk a lot about their philosophy, their identity, their essence – the foundation that makes them who they are. And yet it’s still rare – and refreshing – to see examples of brands that practice what they preach. Chipotle has a keen understanding of who they are and how their customers view them, recognizing that their customers love them for more than just their killer burritos. Turning a blind eye to their core philosophy may have saved them some sales in the short term, but it would have made them just another fast food joint in the long run.