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.
My Older Brother Left Me at an Orphanage, Promising to Return — I Only Saw Him Again 23 Years Later by Accident
When Tom’s parents died, his brother, Dylan, left him at an orphanage with a promise: “I’ll COME BACK FOR YOU.” But Dylan vanished, and for 23 years, Tom waited for answers. A chance meeting brought them face-to-face, uncovering a truth that shook Tom and forced him to make an impossible choice.
There’s a haunting loneliness that comes from being forgotten by the one person who’s supposed to protect you. I know it well. I was four years old when I lost everything. My parents died in a car crash on a chilly autumn morning.
I don’t remember much about that day — the screech of tires, a stranger lifting me out of my parents’ crumpled car, and the way my brother Dylan held me close as I cried into his shirt. He was 18, my protector, and my hero. I thought he’d always be there.
A sad little boy holding a teddy bear | Source: Midjourney
The next few weeks were a blur of adults talking in hushed voices, courtrooms that smelled like old books, and, eventually, the orphanage.
I remember clinging to Dylan’s hand as we walked into the gray, cold building. It smelled like disinfectant and sadness. The director greeted us with a tired smile, but I barely noticed her. My eyes were on Dylan. And my heart was silently pleading: “Please… please don’t leave me here, brother.”
“Everything’s going to be fine, Tommy,” he said, crouching down so we were face-to-face. His voice was steady, but his hands trembled a little. “I just need to sort out the paperwork for guardianship, okay? I promise I’ll take you home as soon as it’s done. You’ll come live with me.”
“You promise?” I asked, my voice small and shaky, my glistening eyes bearing volumes of a grief no child should bear.
A man holding a child’s hand | Source: Pexels
“Hey, look at me,” he whispered, gripping my shoulders. “I’m your big brother. I would never, ever abandon you. Those papers are just a formality. Just hold on tight, Tommy. I’ll move heaven and earth to get you out of here.”
“Promise?” I asked.
The orphanage director watched us quietly, her gaze soft but knowing… as if she’d heard such promises countless times before.
“I swear,” he said, ruffling my hair. “I’ll visit you every single day. Tomorrow, okay? Just wait for me.”
And that was the last time I saw Dylan.
A heartbroken little boy looking up | Source: Midjourney
The first few days, I waited by the window in the orphanage’s playroom, watching every car that pulled up.
I refused to play with the other kids, convinced Dylan would walk through the door any minute.
But he didn’t come.
I asked the director about him every morning. “Has my brother called? Did he leave a message?”
She’d smile sadly and shake her head. “Not yet, Tom. Maybe tomorrow.”
A sad little boy standing by the window | Source: Midjourney
“But he promised,” I’d insist, my voice cracking with desperation. “He looked me in the eye and swore he’d come back! Why would he lie to me?”
“Sometimes grown-ups have complicated lives, Tommy,” she’d respond, her hand trembling slightly as she touched my shoulder. “Sometimes promises get tangled up in grown-up problems.”
“I don’t care about grown-up problems!” I’d shout, tears streaming down my face. “He’s my brother. He’s supposed to protect me! He’s my only family.”
A shattered little boy crying | Source: Pexels
Days turned into weeks, and weeks into months. Slowly, the hope that burned so brightly in my little chest began to flicker. By the time a year had passed, it had gone out completely.
Eventually, I was adopted by a kind but struggling family. They gave me a roof over my head and taught me to work hard for everything I wanted. But they couldn’t erase the ache of abandonment and memories that refused to fade.
I threw myself into schoolwork, determined to prove I was worth something.
Years drifted by, like leaves on a gentle breeze. I graduated high school with honors, earned a full scholarship to college, and built a life for myself. At 27, I was managing a division of a chemical company, married to a wonderful woman, and living a life I was proud of.
A young man in an elegant suit | Source: Midjourney
But deep in my heart, there was a scar that never healed… a scar from 23 years ago.
It was my wife, Lily, who suggested we take a vacation to Miami. “You’ve been working nonstop,” she said. “Let’s unwind… just the two of us.”
A week later, we were checking into a small beachfront hotel, the salty breeze and sound of waves already working their magic on my frayed nerves.
A couple in a resort | Source: Midjourney
On our second day, we wandered into a tiny convenience store to grab some snacks. I was browsing the shelves when Lily nudged me.
“Tom, look at that cashier’s name badge.”
I turned, and my breath caught in my throat. The badge read “DYLAN.”
My eyes traveled up to the face behind the counter — a face I’d almost forgotten. But there it was. The same piercing blue eyes, and the familiar scar above his left eyebrow.
A man with a name badge pinned to his shirt | Source: Midjourney
“Oh my God,” I whispered, gripping her arm. “Is that really HIM?” I couldn’t speak again. My heart was thundering in my ears, a storm of emotions threatening to overwhelm me.
“Do you want me to go with you?” Lily asked softly, her hand squeezing mine.
“No,” I managed to choke out. “This is something I need to do alone.”
I felt like a child again, frozen in place, torn between disbelief and a desperate, irrational hope. Then, with slow, deliberate steps, I approached the man seemingly in his early forties.
“Hi, BROTHER,” I said, my voice trembling with 23 years of unspoken pain and longing. “Have you forgotten about the little brother you so easily abandoned at the orphanage?”
A man staring at someone | Source: Midjourney
The cashier’s head snapped up. He stared at me, his mouth opening and closing like he couldn’t find the words.
“TOM?” he finally whispered, his face going pale.
“How did you—” he continued, but before he could finish, his eyes rolled back, and he clutched his chest.
“CALL 911!” his coworker screamed.
Chaos erupted around me, but all I could see was my brother collapsing to the floor. I rode with Dylan in the ambulance, my hands gripping the edges of the stretcher as the paramedics worked to stabilize him.
An ambulance speeding across the street | Source: Unsplash
“Hang in there,” I whispered, my voice cracking. “I’m not losing you again.”
Lily followed in our rental car. At the hospital, I paced the hallway outside the emergency room, replaying our brief interaction over and over. How had it come to this?
Finally, a doctor emerged. “He’s stable for now,” he said. “It looks like he had a mild heart attack, but he’s going to be okay.”
Relief flooded through me. When I stepped into Dylan’s room, he looked smaller than I remembered.
A doctor examining a report | Source: Pexels
“You’re alive,” I said, exhaling sharply. “Good. Now explain to me why you abandoned me.”
He flinched. “Tom, I—”
“Don’t,” I snapped, my voice rising with decades of suppressed anger. “You made a ‘promise.’ A promise that meant EVERYTHING to a four-year-old boy who had just lost his entire world!”
Dylan’s hands shook as he tried to speak. “I was young. Scared. I thought I was doing the right thing.”
“The right thing?” I laughed bitterly. “Leaving your baby brother in an orphanage was the right thing? I waited for you, Dylan. EVERY SINGLE DAY. I believed in you. Why did you betray me? WHY?”
A furious man | Source: Midjourney
“I sold the house,” he said quietly, his eyes fixed on the blanket. “I thought I could start over in Miami with my girlfriend. But the money ran out fast, and she left me. I’ve been working dead-end jobs ever since.”
His words hit me like a punch to the gut. “So you left me to rot in that orphanage because you wanted a fresh start?”
“Tom, I was 18,” he said, his voice cracking. “I didn’t know how to take care of myself, let alone you.”
I shook my head, the anger and pain I’d buried for decades bubbling to the surface. “I needed you, Dylan. You were all I had left, and you LEFT ME.”
A distressed man sitting on the bed | Source: Freepik
“I’m sorry,” he whispered, tears streaming down his face. “I’ve regretted it every single day of my life.”
I completely lost it then and there. “Your sorry won’t mend my heart, Dylan. Goodbye.”
I turned and walked out, his broken sobs echoing in my ears.
In the hallway, a doctor stopped me. “Sir, we did a more detailed examination. Your brother has cancer. He needs surgery immediately, but it’s expensive. I thought you should know.”
A man in the hospital | Source: Midjourney
The words were like ice water, jolting me out of my fury. But instead of going back, I walked straight out of the hospital. I didn’t stop until I was back in our hotel room. Lily took one look at me and knew something was wrong.
“What happened?” she asked gently.
“He abandoned me,” I said, my voice flat. “And now he needs me to save him. He’s dying, Lily. He has cancer.”
She placed a hand on mine. “What are you going to do?”
“I don’t know,” I said. But even as the words left my mouth, I knew they weren’t true.
A couple holding hands | Source: Unsplash
For days, I wrestled with my conscience. Dylan had betrayed me in the worst way, but could I live with myself if I turned my back on him now?
Finally, I made my decision.
When I walked back into Dylan’s hospital room, he looked up in surprise. “Tom?”
I pulled up a chair and sat down. “I’ll pay for the surgery,” I said. “Because I’m not like you, Dylan. I can’t leave you in trouble, no matter what you did to me.”
His eyes, bloodshot and weary, locked onto mine. “Why?” he whispered, his voice cracking. “After everything I put you through, why would you help me?”
An emotional man’s eyes | Source: Unsplash
“Because abandoning someone isn’t a one-time act,” I said, my voice cold and measured. “It’s a wound that keeps reopening. Every time I thought I’d healed, the memory of being left behind would slice through me again.”
He broke down, tears streaming down his face. “I’m sorry,” he choked out. “For everything. For abandoning you. For failing you.”
“Sorry?” I leaned closer, my anger barely contained. “Sorry doesn’t erase 23 years of loneliness. Sorry doesn’t give me back the childhood I lost. Sorry doesn’t replace the birthdays without a family, the Christmases without a brother.”
An angry young man | Source: Midjourney
I let out a shaky breath as I tossed wads of money onto his bed. “I forgive you, Dylan. But forgiveness doesn’t mean forgetting. Take this and save yourself. This is the least I can do for the brother I… never had. We’re done. Our paths diverge here. GOODBYE.”
He nodded, too overcome with emotion to speak, his trembling hands gripping the hospital bed’s railing. I rose and walked out of the room, the weight on my chest feeling a little lighter.
I’d done the right thing. I couldn’t change the past, but I wouldn’t let it define my future.
Dylan and I never saw each other again. But there were no more regrets.
A man walking away | Source: Midjourney
This work is inspired by real events and people, but it has been fictionalized for creative purposes. Names, characters, and details have been changed to protect privacy and enhance the narrative. Any resemblance to actual persons, living or dead, or actual events is purely coincidental and not intended by the author.
The author and publisher make no claims to the accuracy of events or the portrayal of characters and are not liable for any misinterpretation. This story is provided “as is,” and any opinions expressed are those of the characters and do not reflect the views of the author or publisher.
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