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.
Poor Young Mom Buys Old Washing Machine She Could Barely Afford, Then Finds Note Inside — Story of the Day
Jessica wanted to buy a $250 washing machine, but she couldn’t afford it, so she had to ask the seller for a discount. He consented right away, to her surprise, but when she got home and opened the machine, she discovered something even more surprising inside.
When Jessica and her husband Edward welcomed their first child, Kathy, they quickly understood that parenting would not be easy. The young parents were having financial difficulties then, and there was constantly a lack of funds.
Edward owned a textile business in Texas, but it was struggling. Meanwhile, Jessica worked as a nanny on weekends while Edward looked after Kathy. With a baby at home now, expenses went up, while income stayed the same or even went down some months.
Jessica bought the washing machine at a discounted price | Photo: Shutterstock
Ahh, it must be challenging for them too. Perhaps more difficult. Jessica reflected as she drove away from work one weekend, glancing at her neighbor Sandra and her children.
Sandra was already raising a third child even though her husband was just a truck driver. Although he got paid on a piecemeal basis, he wasn’t rowing millions of dollars there. Sandra had been working on a farm for several years to help support her husband financially, and it was the only way they could make ends meet.
Jessica and Edward, like their neighbors, were scraping by on whatever they could. Edward had stopped going to bars with friends to conserve money after Kathy’s arrival, and Jessica had given up on the little things she had managed to buy after saving money from the monthly budget.
Luckily, one month, things were going well financially. Edward’s business grew slowly but steadily, and Jessica managed to save some money. But just when it appeared like they would be having a less stressful month, another problem knocked at her door: the washing machine broke down.
After Kathy’s birth, Andrew and Jessica were having a hard time | Photo: Pexels
After considering her options, Jessica realized that there was no point in getting the machine repaired. The labor and motor replacement cost would be slightly less than the cost of a new machine, and there was no guarantee that the repaired equipment would last as long. After all, this was the fourth time the machine demanded a repair in the same year.
Knowing there was no other option but to look for a new machine, Jessica sat down on the computer, looking for an affordable one. An hour of searching led her to one suitable find, but it cost $250, and Jessica could only afford to pay $150.
In the end, she decided to see the merchant in person and request a discount right then and there. James Carter, 1216 East Madison Street, Brownsville, TX, said the advertisement. Jessica made a note of the owner’s address.
Upon arrival, a man about Jessica’s age opened the door. There was a calmness in his eyes, but the dark circles beneath them revealed inner stress and exhaustion. “How may I assist you?” he asked, his voice deep but mournful.
“Hi, are you James Carter? I’m Jessica Turner. I messaged you regarding the washing machine. Can I have a look at it?”
“Oh, Jessica. Yes, sure. Come in,” James said, and Jessica followed him in.
Jessica visited the seller’s house | Photo: Unsplash
The entire house was in shambles, and Jessica deduced from the disorganized layout that the man was planning to relocate, which was why he’d put the machine up for sale. As she entered the room next to the hall, she saw the white washing machine. It appeared to look brand new, precisely as she’d seen it online.
“Well, I hope you remember I said I wanted to talk about the price,” Jessica said, having viewed the machine from the exterior. “I can’t afford to pay $250! I agree the machine still looks brand new and everything, but I can’t extend my budget beyond $150. We just had a baby, and you know things are not so well financially, so I was wondering if you could please give me a discount?”
James stood there silent for a while, pondering, and then nodded his head in agreement. “Sure. I don’t mind. $150 sounds like a good deal to me,” he said absentmindedly and then turned around to lift the machine.
Jessica’s eyes widened in surprise. “Really? Thank you! Thank you so much!”
James gave Jessica a slight smile and the woman could sense that his thoughts had wandered beyond the room in that short while, but she didn’t bother much about it as she was rejoicing in luck.
James agreed to sell the washing machine at $150 | Photo: Pexels
After 5 minutes, the two of them carried the huge machine to Jessica’s car without gloves, belts, or loading belts, huffing and sweating. She’d already paid James and was looking forward to getting the machine home.
As she prepared to leave, she gave her hand to say goodbye and asked him to meet her somewhere in the future, but James’ answer was a flat no. “I’m leaving this place for good, and I won’t be returning, so I don’t think we’ll be meeting again. Anyway, I hope the machine is useful to you,” he said with a quick but honest smile. Jessica simply smiled at the odd response and thanked him once more before leaving.
When she got home, the first thing she did was double-check the equipment’s functionality. However, as she opened the dryer to check the lint filter, she was shocked to find $150 in there.
It also contained a folded piece of paper in one corner with a message. “It’s a gift for your newborn baby,” it read. “I didn’t think it was fair to ask for money from someone who was already struggling financially.
“As a result, I chose to return it. Someone very close to my heart once told me that if I have the resources, I should help those who are less fortunate.” Jessica was shocked. When did he place this inside the machine?
Jessica found a note inside the washing machine | Photo: Pexels
Suddenly, it hit her. She’d asked him to help her move the machine to the yard while she fetched ropes from the car trunk to pack the machine properly, and it’s possible that’s when he put it there.
Jessica wanted to express her gratitude to him for his assistance. However, because he didn’t provide a phone number on the website and returning to the house would be a two-hour journey from her home, she decided to see him the next day.
Unfortunately, it was too late by then, as the man had already left the house, and a for sale sign was posted in the yard. Jessica left the house dejected, thanking him once more in her heart.
One year later…
Jessica and Edward were finally moving into a larger home. Kathy had been accepted to a good school, and Edward’s business was doing well.
Jessica was standing on the balcony of her former house, surveying the area where she’d spent most of her days. The place held a lot of memories for her. She switched her sights to Sandra’s residence and overheard Sandra and her husband bickering over purchasing a new washing machine.
One year later, Jessica gave the machine to Sandra | Photo: Shutterstock
Jessica took a look at the wet linen-laden rope on Sandra’s terrace. Oh, that poor woman must have done all the laundry herself. I should do something to help her.
So before leaving, she rang the doorbell at Sandra’s and left the washing machine on her doorstep with a note that read, “With love from your neighbor, Jessica.”
Jessica saw how happy Sandra was when she opened the door and spotted the machine on her porch.
So this was how James felt when he helped me. Ahh, honestly, it does feel amazing. However, I’m still curious about who encouraged him and asked him to assist people in need. Jessica pondered as their car sped away to their new destination.
What can we learn from this story?
- Never hesitate to assist someone in need if you have the means to do so. The way Jessica helped Sandra and James helped Jessica are beautiful examples of this.
- Learn to emulate the goodness of your surroundings. Jessica was inspired by James’ example and stepped in to assist Sandra.
If you enjoyed this story, you might like this one about a widower who discovered his wife’s hiding place after her death and learned a shocking truth.
This account is inspired by our reader’s story and written by a professional writer. Any resemblance to actual names or locations is purely coincidental. All images are for illustration purposes only. Share your story with us; maybe it will change someone’s life.
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