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The Houston Chronicle has an interesting piece about how Chipotle, the McDonald’s-owned Mexican restaurant chain, is teaching employees who work on a kind of assembly line that how they interact with customers is as important as how they make burritos.

The goal isn’t just to be able to explain to customers what is available and then take specific instruction (how much salsa, how few beans, etc…), but also to create a more personalized experience for shoppers.

Included in the education is the effort to make employees more familiar with and conversant in English.
KC's View:
More companies should spend time teaching employees how to interact with shoppers. The shopping experience has become so de-personalized that anything that a retailer could do to improve it would, we believe, move the needle in terms of gaining customer approbation.