Chipotle Changes Menu After Customer's Furious Tweets About Secret Ingredient

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chipotle tweetBack in April, I learned how overly awesome Twitter was when trying to stalk the cast of Glee. And yesterday, I was reminded of the power of social media by Maxim Senior Editor Seth Porges. Porges has been a loyal customer of Chipotle for years. So we already know he's a smart guy because Chipotle is gosh darn delicious. Have you ever had their honey citrus salad dressing? I drool just thinking about it.

Back to Seth. When he was getting his usual burrito with pinto beans on Monday, a Chipotle employee informed him that his beloved beans are actually cooked with bacon. Porges was pissed! The man, who doesn't eat pork for religious and cultural reasons, took his fury to Twitter. He wrote:

"After more than a decade of ordering Chipotle pinto beans, I was told they have bacon. As a non-pork eatr, I feel ill. cc: @ChipotleMedia"

You'll never guess what happened next:

Porges tweeted once more and sent a frustrated email to the Mexican chain's CEO, Steve Ells, as well as other Chipotle top execs. Within two hours, Porges was contacted by the CEO with an apology, and reassured that the menu panels in the stores will be redesigned to reflect the inclusion of bacon in the bean recipe. Wow. That's some serious customer service, eh?

The thing I love about this? Porges is a senior editor for a major magazine. He has more than 2,400 followers on Twitter. The second he sends his 140-character message into the world, all of them, including vegetarians and other religious non-pork eaters, were informed about the lack of full disclosure on Chipotle's menu, aka, this could have been very bad for Chipotle's fan base, no matter how tasty their food is.

But Chipotle is a company that's apparently very in tune with what their clients want, which seriously worked in their favor. They have Twitter accounts for both their company AND their communications team. It's crazy to think that just by sending three or four angry tweets, an unhappy customer can make a popular restaurant chain spend thousands of dollars updating its menu. But that, my friends, is the power of technology.

Have you ever used Twitter to complain about a restaurant you frequent?

 

Images via Aranami/Flickr, Shawncampbell/Flickr

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cocob... cocobeannns

Wow. I had no idea of that either and I have not eaten pork (or at least I thought I hadn't) in over three years. I eat Chipotle frequently, and usually always get it with the pinto beans. Yikes. I guess I will be switching to black beans.

Julie... Julieryanevans

Chipotle rules, plain and simple


 

aeama... aeamathis

It's not a secret that the pinto beans have bacon.  Most pinto beans do and it's stated on their website in the nutritional information.  So....why the upset?  I'm hoping vegetarians realize that refried beans usually contain bacon too.  

nonmember avatar Anon

As a frequently Chipotle visitor in Chicagoland, all of their menus and most of their signs in the 'burbs designate the fact that the pinto beans are not vegetarian. It's stated on the nutritional information on the website too. I thought it was kind of not a huge secret. And yes, thank you aemathis, vegetarians, read the labels on your refried beans! You can buy vegetarian refried beans usually at the same cost.

Abriel Dixon

Chipotle's pinto beans taste like bacon. How could you NOT know? They are soooo good!


 

bills... billsfan1104

I am soooooo excited. They are finally opening one here in WNY. Near where I work. I so cannot wait.

jasmi... jasmineg86

the chipotle where i live will tell you about the bacon before they add it to your burrito (they say just in case). i'm not a bean eater- but as a no pork eater as well, i felt good about them being so upfront EVERY time.


chipotle is VERY in tune with their customer base on twitter. i've contacted them twice- once to thank them for adding brown rice to their menu and once with a (rare) complaint. both times they responded within hours. i love that about their company!

PonyC... PonyChaser

When I first read the title, I was worried that this guy caused them to change the items on the menu - SO glad to read they just changed the print. The world would be a much sadder place without bacon.


Meanwhile, I think it's a good customer service move. There are still some people in the world who decide on the spur of the moment to go to a restaurant, and they don't have the internet streamed into their brains 24/7, so how are they supposed to know these things? Yes, they could (and should, if they're that serious) ask, but having it on the menu makes life easier, and makes Chipotle look seriously good to their customers. I say it's a win/win.

Anast... Anastazia975

Traditionally it's lard. Not bacon.

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