Few brands have the loyal following of In-N-Out Burger. If you live outside of California, it’s hard to really understand just how beIoved the brand is among its fans. If you live in California, it’s just a part of the experience. Until you leave, that is.
Most of that love comes from the fact that, as far as fast food goes, In-N-Out is about as good as it gets. Of course, a lot of its appeal also comes from the fact that the company’s 385 locations are located almost entirely in California and its neighboring states.
If, however, you live any further east of the Rockies, you’ve been out of luck. If that’s you, your only opportunity has been to find one when you travel west. Well, until now.
Last week, the company announced that it would be opening a corporate hub in Franklin, Tennessee, which will allow it to expand further east. In-N-Out also says it will be opening its first stores in the Nashville area by 2026.
If you’re a fan of animal-style fries, you understand that this is a big deal. It’s also a huge risk for the company and its brand. Here’s why:
This is a company that is fiercely opposed to change. It hasn’t added a menu item since 2018 (hot chocolate). It still sells just burgers, fries, soft drinks, and milkshakes. As a result, the restaurant is known for both fresh, great-tasting food and incredible customer service. I can think of only one other restaurant where you can get in a drive-thru line 30 cars deep and still have hot food in just a few minutes, and that one isn’t open on Sundays.
There is clearly a lot of demand for new locations. That seems like an argument for expanding to new states, but it’s also why the move is risky.
You see, over the past 75 years, In-N-Out has jeaIously guarded its brand. A big part of that has meant recognizing that fast growth isn’t everything if it means compromising quality. After all, quality is its brand.
In-N-Out only uses fresh, never-frozen ingredients–including its beef. That makes its burgers and fries taste better, but it also means the restaurant is limited in the areas it can serve.
The company also doesn’t franchise its locations. That has allowed it to maintain far more control over the level of service its restaurants provide, but has also meant it kept things close to home.
“You put us in every state and it takes away some of its luster,” said In-N-Out president Lynsi Snyder in a 2018 interview. She was right. Part of the reason the company’s burgers have such a loyal following is because they’re hard to get–especially if you live east of the Rocky Mountains.
It takes a lot of courage–if you think about it–to resist the temptation to grow at all costs. The thing is, most companies don’t consider that those costs are real, even if they aren’t immediately obvious. If the quaIity of your product gets worse the more customers you serve, you’re doing it wrong.
If, suddenly, there are In-N-Out Burger locations everywhere, it’s not as special. If you’re used to swinging by the Sepulvida location when you land at Los Angeles International Airport, and eating a Double-Double while watching planes land, it’s not quite as special an experience if you can get one on your way home from work.
On the other hand, there is value in meeting your customers where they are. In-N-Out is a restaurant, after all, not an amusement park. Sure, people look forward to eating there when they travel, but that doesn’t mean there isn’t room to grow–even if that means cautiously.
“Our Customers are our most important asset at In-N-Out, and we very much look forward to serving them in years to come, and becoming part of the wonderfuI communities in The Volunteer State,” said Synder in a statement. That’s an important acknowledgment–the part about customers being the company’s most important asset.
The interesting lesson here is that there is a balance between exclusivity and meeting your customers where they are. For a variety of reasons, In-N-Out has erred on the side of sticking close to home, even if that means it can’t serve all of its customers. That’s been a winning strategy so far, and I don’t think that will change just because it’s sIowly starting to open more locations farther east.
Single Dad Stunned by Breakfast Surprise – You’ll Never Believe Who Made It
As a single dad, Jack was always busy balancing work and taking care of his two young daughters. One morning, he woke up to something surprising: homemade pancakes sitting on his kitchen table. He had no idea who made them.
Curious, Jack decided to find out who had left the breakfast. When he finally discovered the person behind the kind gesture, he was shocked. It was a stranger with a story full of hardship and gratitude.
As they talked, Jack learned more about her struggles and the reason behind her act of kindness. Her story touched him deeply, and from that moment, an unexpected bond began to grow between them. This chance encounter changed Jack’s life in ways he never saw coming.
Source: Midjourney
Being a single dad to two little girls, Emma, who was 4, and Lily, who was 5, was the hardest job I ever had. My wife left us to travel the world, and now it was just me and the girls. I loved them more than anything, but balancing work, cooking, and taking care of everything at home left me exhausted.
Every morning, I woke up early. First, I would wake the girls.
That morning was no different. “Emma, Lily, time to get up!” I called softly, opening their bedroom door.
Lily rubbed her eyes and sat up. “Good morning, Daddy,” she said, yawning.
Emma, still half asleep, mumbled, “I don’t want to get up.”
I smiled. “Come on, sweetie. We have to get ready for daycare.”
I helped them get dressed. Lily picked her favorite dress, the one with the flowers, while Emma chose her pink shirt and jeans. Once they were dressed, we all headed downstairs.
I went to the kitchen to make breakfast. The plan was simple: oatmeal with milk. But when I entered the kitchen, I stopped in my tracks. There, on the table, were three plates of freshly made pancakes with jam and fruit.
“Girls, did you see this?” I asked, puzzled.
Lily’s eyes widened. “Wow, pancakes! Did you make them, Daddy?”
I shook my head. “No, I didn’t. Maybe Aunt Sarah stopped by early.”
I picked up my phone and called my sister, Sarah.
“Hey, Sarah, did you come by this morning?” I asked as soon as she picked up.
“No, why?” Sarah sounded confused.
“Never mind, it’s nothing,” I said, hanging up. I checked the doors and windows, but everything was locked. There was no sign of anyone breaking in.
“Is it safe to eat, Daddy?” Emma asked, looking at the pancakes with big eyes.
I decided to taste them first. They were delicious and seemed perfectly fine. “I think it’s okay. Let’s eat,” I said.
The girls cheered and dug into their breakfast. I couldn’t stop thinking about who could have made the pancakes. It was strange, but I decided to let it go for now. I had to get to work.
After breakfast, I dropped Emma and Lily off at daycare. “Have a good day, my loves,” I said, kissing them goodbye.
At work, I couldn’t focus. My mind kept going back to the mysterious pancakes. Who could have done it? Why? When I returned home that evening, I got another surprise. The lawn, which I hadn’t had time to mow, was neatly cut.
I stood in my yard, scratching my head. “This is getting weird,” I muttered to myself. I checked the house again, but everything was in order.
The next morning, I decided to find out who was helping me. I got up earlier than usual and hid in the kitchen, peeking through a small gap in the door. At 6 a.m., I saw a woman climb in through the window.
She was wearing old postal worker clothes. I watched as she started washing the dishes from the night before. She then pulled out some cottage cheese from her bag and began making pancakes.
My stomach growled loudly. The woman turned around, startled. She quickly turned off the gas and ran towards the window.
“Wait, please, I won’t harm you,” I said, stepping out of my hiding spot. “You made those pancakes, right? Please, tell me why you’re doing this. Don’t be afraid of me, I’m the father of the girls and would never harm a woman, especially when you’ve helped me so much.”
The woman stopped and slowly turned to face me. I saw her face and thought she looked familiar, but I couldn’t place where I knew her from.
“We’ve met before, haven’t we?” I asked, confused.
The woman nodded, but before she could speak, Emma and Lily’s voices came from upstairs, “Daddy, where are you?”
I glanced towards the stairs, then back at the woman. “Let’s sit and talk. I’ll get my girls. Please, don’t go,” I pleaded.
The woman hesitated, then nodded slowly. “Okay,” she said quietly.
I smiled in relief, then hurried upstairs to get Emma and Lily. “Come on, girls, we have a surprise guest downstairs,” I said.
They followed me down, curious. When we entered the kitchen, the woman stood by the window, looking unsure and ready to bolt.
“Please, don’t leave,” I said gently. “I just want to talk and thank you.”
Emma and Lily looked at her with wide eyes. “Who is she, Daddy?” Lily asked.
They followed me down, curious. When we entered the kitchen, the woman stood by the window, looking unsure and ready to bolt.
“Please, don’t leave,” I said gently. “I just want to talk and thank you.”
Emma and Lily looked at her with wide eyes. “Who is she, Daddy?” Lily asked.
“Let’s find out together,” I replied. Turning to the woman, I added, “Please, sit down. Can I get you some coffee?”
She hesitated but then nodded slowly. “Okay,” she said softly.
We all sat down at the kitchen table. “I’m Jack,” I started, “and these are my daughters, Emma and Lily. You’ve been helping us, and I want to know why.”
The woman took a deep breath. “My name is Claire,” she began. “Two months ago, you helped me when I was in a very bad place.”
I frowned, trying to recall. “Helped you? How?”
She continued, “I was lying by the road, weak and desperate. Everyone passed by, but you stopped. You took me to a charity hospital. I was severely dehydrated and could have died. When I woke up, you were gone, but I convinced the parking guard to tell me your car number. I found out where you lived and decided to thank you.”
Recognition dawned on me. “I remember now. You were in terrible shape. I couldn’t just leave you there.”
Claire nodded, her eyes moist. “Your kindness saved me. My ex-husband tricked me, brought me from Britain to America, took everything, and left me on the street. I had nothing and no one to turn to.”
Emma and Lily listened intently, their small faces filled with concern. “That’s so sad,” Emma said, her voice barely a whisper.
“But why are you here?” I asked, still puzzled.
Claire explained, “Your help gave me the strength to keep going. I went to the embassy and told them my story. They helped me get new documents and connected me with a lawyer to fight for my son. I got a job as a postal worker. But I wanted to repay you, to show my gratitude. I saw how tired you looked when you came home every day, so I decided to help you with small things.”
I was touched by her story. “Claire, I appreciate what you’ve done, but you can’t just break into our home. It’s not safe, and it scared me.”
She nodded, looking ashamed. “I’m so sorry. I didn’t mean to frighten you. I just wanted to help.”
Emma reached out and touched Claire’s hand. “Thank you for making pancakes. They were yummy.”
Claire smiled, tears in her eyes. “You’re welcome, sweetheart.”
I took a deep breath, feeling a mix of relief, curiosity, and empathy. “Claire, let’s do this differently. No more sneaking in, okay? How about you join us for breakfast now and then? We can get to know each other better.”
Her face lit up with a hopeful smile. “I’d like that, Jack. Thank you.”
We spent the rest of the morning talking and eating the pancakes she made. Claire told us more about her son and her plans to reunite with him. I realized how much strength and determination she had.
As we finished breakfast, I felt a sense of new beginnings. Claire’s gratitude and our mutual support created a bond. She had found a way to repay my kindness, and in turn, I wanted to help her reunite with her son.
Emma and Lily seemed to adore her already, and I felt a glimmer of hope for the future. “This could be the start of something good for all of us,” I thought.
“Thank you for sharing your story, Claire,” I said as we cleaned up together. “Let’s help each other from now on.”
She nodded, smiling. “I’d like that very much, Jack. Thank you.”
And so, a new chapter began for both our families, filled with hope and mutual support.
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