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.
I Accidentally Grabbed the Wrong Luggage at the Airport — What I Saw Inside Made My Jaw Drop
I Accidentally Grabbed the Wrong Luggage at the Airport — What I Saw Inside Made My Jaw Drop
When Clara realizes she has grabbed the wrong suitcase at the airport, she doesn’t expect anything unusual. But as she opens it, her jaw drops in shock. Among the clothes lies a mysterious envelope that will change everything.
“Bella, make sure you grab the right one,” I called out, half-jokingly.
“Don’t worry, Clara,” Bella laughed. “I know which one’s mine.”
A woman standing near a car with her luggage | Source: Pexels
I never thought a simple suitcase mix-up could lead to such an emotional rollercoaster. It all started at my parents’ house.
Mom’s birthday weekend was lovely. My sister, Bella, and I had a great time catching up with our parents. But now, it was time to head back to reality.
A woman walking on the sidewalk with her luggage | Source: Pexels
We were in the front yard, stuffing our suitcases into the trunk of our Uber.
Our identical suitcases, I should add.
Mom had gifted us these suitcases many Christmases ago, and it had never been a problem… until that day.
Two suitcases beside a plant | Source: Pexels
Mom came out to wave us off, a warm smile on her face.
“Safe travels, girls. Call when you get home.”
A young woman kissing an older woman on the cheek | Source: Pexels
“Do you have everything? Tickets, phones, chargers?” Dad asked, helping us load the luggage.
“Yep, all set!” I said, giving him a quick hug.
Bella and I got into the car, and as we drove off, I felt a familiar pang of sadness.
A smiling woman looking out a car window | Source: Pexels
Leaving home always made me a little nostalgic. After I moved out, college barely gave me any free time. So now my visits to Mom and Dad’s were limited to holidays and special occasions.
I cherished those rare moments, whether it was Thanksgiving, Christmas, or just a random weekend when I could break away.
A family enjoying a Thanksgiving dinner | Source: Freepik
“I wish we could stay longer,” I sighed, staring out the car window.
“I know,” Bella agreed. “But we’ll be back soon. Cheer up!”
A woman looking out the car window | Source: Pexels
We chatted about the weekend and our plans for the next visit. Bella and I live in different states, and we were already excited about our upcoming visit.
The drive to the airport was smooth, but I couldn’t shake the feeling of already missing home.
An airport | Source: Pexels
Finally, we reached the airport, checked in, and went our separate ways to catch our flights. I arrived back at my apartment later that evening, exhausted but content.
As I opened the suitcase in my living room, expecting to see my clothes neatly packed, I froze.
An open suitcase | Source: Pexels
Staring back at me were Bella’s shoes and clothes. I plopped down on my couch, chuckling about the suitcase mix-up.
I started pulling out clothes and shoes, realizing these were all Bella’s things. “Typical,” I muttered, shaking my head.
But then, something else caught my eye.
A woman looking at clothes on a hanger | Source: Pexels
An envelope lay nestled between Bella’s clothes.
My heart skipped a beat when I saw the familiar handwriting: “Open When Clara Is Not Around!”
It was unmistakably Mom’s handwriting.
A person writing on an envelope | Source: Pexels
With a deep breath, I opened the envelope.
“What the…?” I whispered as I saw what was inside.
I sat back and stared at the envelope, memories flooding my mind.
A woman opening a gray envelope | Source: Pexels
Just a few days ago, I had asked my parents for help with buying a new car.
They had shaken their heads, saying they were low on money and believed I could handle it since I was an adult. I had accepted it, even though it hurt a bit.
A white car on display in a showroom | Source: Pexels
Then, I remembered how Bella had been scrolling online and showed us a photo of a bag she really liked.
She had received a lot of attention for it, and I had brushed it off as a normal sibling thing.
But now that I saw money inside the envelope, my worst fears were confirmed.
A bag and a sandal on display | Source: Pexels
I have always been insecure that Mom and Dad like Bella more. So if this money was for her, I was right all along.
I paced around my kitchen, the envelope of money sitting on the counter. My mind raced with questions. I had to know what was going on.
Finally, I picked up my phone and called Bella.
A woman using her phone | Source: Freepik
“Hey, Clara!” Bella answered cheerfully. “Did you get my stuff?”
“Yeah, I did,” I replied, trying to keep my tone light. “Looks like we swapped suitcases. I’ll mail your things back as soon as possible.”
“Same here,” Bella said. “I’ve got your stuff too. I’ll send it out tomorrow.”
“Thanks,” I said, hesitating before bringing up the envelope.
An envelope with cash | Source: Pexels
“By the way, did you know there was an envelope in your suitcase?” I asked.
There was a brief silence on the other end.
“Envelope? No, I didn’t know about that.”
A woman talking on her phone | Source: Freepik
“I thought maybe Mom put it there for you.”
Bella sounded genuinely surprised. “Really? That’s weird. Maybe Mom sneaked it in before we left. Did you see what it’s for?”
“No, not really,” I lied, feeling uneasy. “Just thought you might know.”
An older woman | Source: Pexels
“Sorry, sis, I have no idea,” Bella said.
“Yeah, it’s weird,” I said, feeling more confused than ever. “Talk to you later.”
“Later,” Bella said, hanging up.
A young woman using her phone | Source: Freepik
I put my phone down and stared at the envelope. Bella sounded clueless, but I couldn’t shake the feeling that something wasn’t right.
Was she being completely honest with me?
I decided I needed to call my mom and get to the bottom of this. I had to know what the money was really for and why it was hidden in Bella’s suitcase.
A stressed woman | Source: Pexels
I sat on my bed, the envelope still in my hand, and took a deep breath. Then, I dialed Mom’s number.
“Hi, sweetheart!” Mom answered cheerfully. “How was your trip back?”
“It was fine, Mom,” I replied, trying to keep my voice steady. “I need to talk to you about something…”
“Yes?”
An elderly woman sitting comfortably at home with her gadgets | Source: Pexels
“I found an envelope in Bella’s suitcase with your handwriting on it. It said, ‘Open When Clara Is Not Around!’”
Mom went totally quiet as if she was thinking what to say next.
“Oh, that’s strange,” she said eventually. “What was in the envelope?”
I lost my cool.
An angry woman | Source: Pexels
“Money, Mom! A stack of money,” I said, feeling a lump form in my throat. “I thought you said you didn’t have any money to help me with a new car! What’s going on?”
I could hear her sighing.
“Money? Oh, Clara, I’m so sorry. That envelope wasn’t meant for Bella. It was for you.”
A woman holding dollar bills | Source: Pexels
“For me?” I repeated, my mind spinning. “But why hide it in Bella’s suitcase? Why not just give it to me?”
“Sweetheart, it was supposed to be a surprise,” Mom explained gently.
“What?”
Mom started explaining what had happened.
A woman smiling and talking on her phone | Source: Pexels
“Honey, your dad and I wanted to help you get a new car. It was all Bella’s idea that we’ll surprise you. We only remembered at the last moment that we hadn’t given Bella the envelope with our share. She contributed, too. Your dad must have mixed up the suitcases by accident, and well, you ended up with the money.”
“But like, I mean… Didn’t you guys say you were a bit tight on money?”
A red bow on a new car | Source: Freepik
“Oh, sweetheart, don’t worry about that. We managed. And it’s only now that I’m getting Bella’s text that I shouldn’t tell you everything! Oh, dear!” she laughed. “Sorry, hun. Didn’t want to hurt you,” Mom continued.
“So, you weren’t giving Bella money for that bag she wanted?” I asked.
Mom chuckled softly. “No, Clara. The money was always meant for you. We wanted to show you that we believe in you and support you, even if we didn’t have much to give at the moment.”
A woman holding a stylish bag | Source: Freepik
I didn’t know whether to cry from relief or laugh at the misunderstanding.
“Mom, I’m sorry I doubted you and Bella. I just… I’ve been feeling a bit insecure lately,” I said, feeling like I had been a terrible daughter.
“Oh, honey,” Mom said, her voice filled with warmth. “We love you so much, and we’re proud of you. Bella and I just wanted to make things a little easier for you. Now, enjoy that money and get yourself a nice car. This is for you and only you.”
A happy family | Source: Freepik
“I will,” I said, feeling a weight lift off my shoulders. “I love you, Mom. Thank you so much for this.”
“Love you too, Clara,” she said before we hung up.
I sat there for a moment, overwhelmed with emotions. I had been so quick to assume the worst, and now I felt a mixture of relief and guilt. But more than anything, I felt grateful for my family’s love and support.
I picked up my phone and dialed Bella.
A woman using her phone | Source: Pexels
“Hey, Bella. I just talked to Mom. Thank you for the surprise. It means a lot to me.”
Bella laughed. “No problem, Clara. We just wanted to help. I’m glad you found the surprise, even if it was a bit mixed up!”
I couldn’t help but chuckle. “I was so stupid to act like that,” I said. “Thanks for everything. Love you so, so much!”
Have you ever ended up in a silly yet heartwarming situation like this?
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