At Chipotle, if a customer asks for more, employees will generously oblige. They’ll add rice, beans or salsa. But they are trained to be stingy with the “critical seven,” expensive foods including steak, carnitas or pork, a braised beef called barbacoa, chicken, cheese, guacamole and sour cream. If pressed for more, they explain that a full scoop of meat is an extra charge.
At Chipotle, guacamole is made from scratch in each of its almost 1,800 outlets. Tortillas are fried into chips, then doused in fresh-squeezed lime and sprinkled liberally with salt. Onions, cilantro, lettuce and jalapeños are chopped into small pieces. Cheese is shredded.