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.
Entitled Worker Belittled My Wife, Who Works as an Office Cleaner — I Was Furious and Put Him in His Place
Entitled Worker Belittled My Wife, Who Works as an Office Cleaner — I Was Furious and Put Him in His Place
Susan, a 61-year-old office cleaner, faced humiliation when a coworker, Mark, maliciously knocked over her mop bucket and belittled her. After HR dismissed her complaints, Susan and her husband Jack took matters into their own hands, exposing Mark’s abusive behavior and fighting for justice.
Susan enjoys reading | Source: Midjourney
My wife, Susan, is 61 and works as a cleaner in an office. She loves the job because it gives her some extra money and, with the flexible hours, she gets to spend more time with our grandkids. Plus, she can enjoy her favorite hobby — reading books. But recently, something bad happened at her job.
One evening, she came home looking upset. I noticed right away.
Jack notices Susan is upset | Source: Midjourney
“Susan, what’s wrong?” I asked, setting down my newspaper.
She sighed and sat down beside me. “You won’t believe what happened at work today, Jack.”
“What is it? Tell me.”
Susan tells Jack about her troubles | Source: Midjourney
She took a deep breath. “I was mopping the hallway floor, minding my own business. Suddenly, I heard the company manager, Mr. Thompson, yelling at someone. He was really laying into them for missing a deadline. Said it cost the company an important sponsor.”
“That doesn’t sound good,” I said, leaning in closer.
Mark shouts at Susan | Source: Midjourney
“No, it wasn’t,” she continued. “The yelling was so loud that even people walking by stopped to listen.”
“Who was he yelling at?” I asked.
“I don’t know, I couldn’t see from where I was. But then, out of nowhere, this man with an angry face stormed out of the office. He looked furious.”
A bucket with dirty water | Source: Midjourney
“What did you do?” I asked.
“I just kept mopping, trying to stay out of his way. But then he came right up to me and kicked over my bucket of water.”
“He did what?” I almost shouted.
Susan tries to clean up spilled water | Source: Midjourney
“Yes, he knocked over the bucket and dirty water went everywhere. It even seeped into the neighboring offices,” she said, her voice trembling.
“That’s terrible! What did you do?”
“I started cleaning up the mess right away. But then he yelled at me, ‘What a klutz! You’re so old, you can’t even mop the floor right?’ And then he just walked off.”
Mark attracted the unwanted attention | Source: Midjourney
I could see the pain in her eyes. “That’s awful, Susan. Did anyone help you?”
“No, Jack. People from the nearby offices came out and started telling me to clean up the mess. They thought I had made it.”
“Did you explain what happened?” I asked.
Sad Susan | Source: Midjourney
“I tried. But later, my boss called me into her office. She told me that if anything like this happened again, I’d be fired.”
“Fired? That’s not fair!” I exclaimed.
“I know. I told her what really happened, but no one believed me,” Susan said, her eyes filling with tears.
Angry Jack | Source: Midjourney
I felt my anger rising. “This isn’t right. We need to do something about this.”
“What can we do, Jack? They don’t believe me.”
“I’m going to the office tomorrow. I’ll talk to the HR manager,” I said firmly.
Jack somes to talk to an HR manager | Source: Midjourney
The next day, I went to her office building. As soon as I entered, I asked to see the HR manager.
“Hello, I’m Jack Johnson. My wife, Susan, works here as a cleaner,” I said when I was ushered into his office.
“Please, have a seat, Mr. Johnson. How can I help you?” the HR manager asked.
HR manager | Source: Midjourney
I took a seat and explained the whole incident. “Yesterday, a man named Mark knocked over her bucket and humiliated her. She tried to explain, but no one believed her.”
The HR manager listened carefully. “Let’s check the security camera footage.”
We watched the video together. It showed the man leaving the manager’s office angrily and heading towards Susan. But the camera angle didn’t capture him knocking over the bucket.
HR manager looks up the video | Source: Midjourney
“I’m sorry, Mr. Johnson,” the HR manager said, shaking his head. “Without concrete evidence, we can’t hold Mark accountable. He’s been a respected employee here for ten years with no complaints against him.”
“So, my wife just has to take this? She’s the one who got yelled at and threatened with losing her job,” I said, my frustration growing.
Frustrated Jack | Source: Midjourney
“I understand your frustration, Mr. Johnson, but our hands are tied without more proof,” the HR manager replied.
Feeling defeated, I left the office. When I got home, Susan was waiting. She looked at me with hopeful eyes, but I had to tell her the truth.
“I’m sorry, honey. They said there’s nothing they can do without proof. The camera didn’t catch him in the act.”
Jack hugs Susan | Source: Midjourney
She nodded, trying to be strong, but I could see the hurt in her eyes.
I found it hard to believe that Mark had no complaints in ten years, so I decided to investigate further. I asked Susan to invite her colleagues over for lunch so I could get to know them better. Susan often shared how nice her coworkers were.
Jack explains his plan | Source: Midjourney
We had ten guests: eight women who worked as cleaners on different floors and two electricians. We had a wonderful time, but during the gathering, I had a plan.
Casually, I brought up the incident involving Susan and how HR had dismissed my concerns. “You know,” I started, “HR brushed off Susan’s complaint about Mark. Has anyone else had issues with him?”
Mark sabotages electricity in the office | Source: Midjourney
There was a pause, and then one of the electricians, Tom, spoke up. “Mark’s always been a jerk,” he said. “He’s sabotaged our tools a few times.”
A cleaner named Maria nodded. “He’s belittled me in front of others more times than I can count.”
Another cleaner, Linda, added, “He’s smart about it, though. He knows the blind spots where cameras don’t catch him.”
Mark looks at the camera’s blind spots | Source: Midjourney
It became clear that Mark had a pattern of bullying, targeting the cleaners especially, knowing their complaints were usually ignored.
With everyone shocked by Mark’s behavior, I devised a plan. “Why don’t we write a letter to the CEO?” I suggested. “Detail everything Mark has done.”
Susan and her colleagues agreed. They wrote a detailed letter, outlining how Mark had mistreated them. Not trusting HR, we sent the letter directly to the CEO. While we didn’t expect immediate action, we decided to gather more evidence.
Susan writes a letter to the CEO | Source: Midjourney
I bought a small recorder and instructed Susan on what to do. “Just get him talking,” I said. “We need his own words.”
The next day, Susan waited for Mark outside the office. When he came out, she approached him. “Mark, why did you humiliate me? What did I do to deserve that? What would your mother say?” she asked.
Mark smirked. “My mother would be proud of me for putting someone like you in your place,” he replied arrogantly. “Watch out, or I might spill dirty water again and blame it on you. You’re nobody here, while I’m an important employee.”
Mark shouts at Susan again | Source: Midjourney
I recorded the entire conversation from a distance, just in case. When he left, I saw a victorious smile on Susan’s face. “Got him,” she said.
The next day, we went to HR with the recording. “This is proof of what he’s done,” I said, playing the audio.
HR tried to cover it up. “This doesn’t prove anything substantial,” they claimed.
HR tries to cover everything up | Source: Midjourney
Fed up, I decided to take a different route. I uploaded the video online and included the audio from Susan’s recorder. The video quickly went viral, and various media outlets contacted us for interviews. Susan shared her story on camera, and we provided the evidence.
The following day, the company’s CEO issued a public apology. “I was unaware of the systematic abuse by my employee,” he said in a statement. “I apologize to Susan and her colleagues.”
The CEO makes an apologetic statement | Source: Midjourney
Mark and the HR manager were fired from the company, and Susan received compensation. She was happy that I had stood up for her in such a modern and effective way.
“I can’t believe it’s over,” Susan said, relief washing over her face. “Thank you, Jack. You really made a difference.”
I smiled at her. “You deserved justice, and I’m glad we could get it. Now, let’s move forward and enjoy some peace.”
Susan and Jack walk together | Source: Midjourney
Susan nodded, holding my hand tightly. “Yes, let’s do that. And maybe, finally, I can just enjoy my work and my books without any more trouble.”
We both knew it had been a tough journey, but seeing Susan’s smile made it all worth it.
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