The Importance of Listening to Your Customers

McDonald's bought Chipotle and was all about, we're never going to expand our menu. If your customers are asking you for something and the reason you're not doing it is operational, meaning internal people or process problems, then you got to say, okay, what's the return on the investment if I fixed it? Is it because it's too hard to do? I don't know how to do it. It would be too expensive. Like in the McDonald's situation, it's like, my God, we have to get 3000 franchisees todo it. That's not a normal situation. So ultimately, if someone's listening, I would say that if their customers are

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