A customer pays at a Chipotle Mexican Grill restaurant in Austin, Texas. Chipotle said portion sizes have not been reduced despite complaints on social media.
Brandon Bell/Getty Images/Getty Images North America
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Brandon Bell/Getty Images/Getty Images North America
No, Chipotle’s serving volumes are not down as TikTokker says. But yes, Chipotle is reminding its employees to provide customers with large spoons.
That’s how the chain’s CEO addressed shareholders, citing “some of the concerns” stemming from a recent series of videos and Reddit posts that claimed Chipotle employees were eating their typically generous portions of burritos and bowls Skimped on the fillings.
“There has never been a directive to reduce service to customers,” Chipotle CEO Brian Niccol told investors in a prepared speech. “That being said, we are re-examining the execution of our entire system as we receive feedback. To always provide our guests with delicious, fresh, made-to-order burritos and generously portioned bowls.”
Niccol said Chipotle evaluated 3,500 of its restaurants, focusing on those offering “unusual portion size scores” for consumer service. The company is providing more “training and coaching” to these locations to ensure their bowls and burritos are always the right size.
“We’re also leaning toward all restaurants and re-emphasizing generous portions because that’s a core brand asset for Chipotle,” he said. “Always has been and always will be.”
The CEO, who earlier tried to address the small-portion allegations a month ago, dismissed the idea but also suggested people could “eat a little more rice, or…a little more pico.” He nodded and looked at the workers who were cooking with knowing eyes.
Overall, the company reported Wednesday that sales rose 11% in the latest quarter, with higher profits attributed to faster and more efficient store operations and the popularity of its limited-time chicken al pastor.
The chain has raised prices in recent years, and executives said Wednesday they have “no plans” to raise prices further this year.
