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.
Actress Anne Heche Dead at 53 After High-Speed Car Crash
Anne Heche has died of a brain injury and severe burns after speeding and crashing her car into a home in the residential Mar Vista neighborhood last Friday, Aug 5. The building erupted in flames and Heche was dragged out of the vehicle and rushed to the Grossman Burn Center at West Hills Hospital in Los Angeles.
The 53-year-old, Emmy Award-winning actress is best known for her roles in 1990s films like Volcano, the Gus Van Sant remake of Psycho, Donnie Brasco and Six Days, Seven Nights.
Holly Baird, a spokesperson for Heche’s family, sent NPR a statement Friday afternoon saying: “While Anne is legally dead according to California law, her heart is still beating, and she has not been taken off life support.”
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Baird added an organ procurement company is working to see if the actress is a match for organ donation, and that determination could be made as early as Saturday or as late as next Tuesday.
Heche launched her career playing a pair of good and evil twins on the long-running daytime soap opera Another World, for which she earned a Daytime Emmy Award in 1991.
In the 2000s, Heche focused on making independent movies and TV series. She acted with Nicole Kidman and Cameron Bright in the drama Birth; with Jessica Lange and Christina Ricci in the film adaptation of Prozac Nation, Elizabeth Wurtzel’s bestselling book about depression; and in the comedy Cedar Rapids alongside John C. Reilly and Ed Helms. She also starred in the ABC drama series Men in Trees.
Heche made guest appearances on TV shows like Nip/Tuck and Ally McBeal and starred in a couple of Broadway productions, garnering a Tony Award nomination for her performance in the remount of the 1932 comedy Twentieth Century.
In 2020, Heche launched a weekly lifestyle podcast, Better Together, with friend and co-host Heather Duffy and appeared on Dancing with the Stars.
Heche became a lesbian icon as a result of her highly-visible relationship with comedian and TV host Ellen DeGeneres in the late 1990s.
Heche and DeGeneres were arguably the most famous openly gay couple in Hollywood at a time when being out was far less acceptable than it is today. Heche later claimed the romance took a toll on her career. “I was in a relationship with Ellen DeGeneres for three-and-a-half years and the stigma attached to that relationship was so bad that I was fired from my multimillion-dollar picture deal and I did not work in a studio picture for 10 years,” Heche said in an episode of Dancing with the Stars.
But the relationship paved the way for broader acceptance of single-sex partnerships.
“With so few role models and representations of lesbians in the late 1990s and early 2000s, Anne Heche’s relationship with Ellen DeGeneres contributed to her celebrity in a significant way and their relationship ultimately validated lesbian love for both straight and queer people,” said the Los Angeles-based New York Times columnist Trish Bendix.
Bendix said that while Heche was later in relationships with men — she married Coleman Laffoon in the early 2000s and they had a son together, and was more recently in a relationship with Canadian actor James Tupper with whom she also had a son — “her influence on lesbian and bisexual visibility can’t and shouldn’t be erased.”
In 2000, Fresh Air host Terry Gross interviewed Heche in advance of her directorial debut on the final episode of If These Walls Could Talk 2, a series of three HBO television films exploring the lives of lesbian couples starring DeGeneres and Sharon Stone. In the interview, Heche said she wished she had been more sensitive about other people’s coming out experiences when she and DeGeneres went public with their relationship.
“What I wish I would have known is more of the journey and the struggle of individuals in the gay community or couples in the gay community,” Heche said. “Because I would have couched my enthusiasm with an understanding that this isn’t everybody’s story.”
Heche was born in Aurora, Ohio in 1969, the youngest of five siblings. She was raised in a Christian fundamentalist household.
She had a challenging childhood. The family moved around a lot. She said she believed her father, Donald, was a closeted gay man; he died in 1983 of HIV.
“He just couldn’t seem to settle down into a normal job, which, of course, we found out later, and as I understand it now, was because he had another life,” Heche told Gross on Fresh Air. “He wanted to be with men.”
A few months after her father died, Heche’s brother Nathan was killed in a car crash at the age of 18.
In her 2001 Memoir Call Me Crazy, and in subsequent interviews, Heche said her father abused her sexually as a child, triggering mental health issues which the actress said she carried with her for decades as an adult.
In an interview with the actress for Larry King Live, host Larry King called Heche’s book, “one of the most honest, outspoken, extraordinary autobiographies ever written by anyone in show business.”
“I am left with a deep, wordless sadness,” wrote Heche’s son with Lafoon, Homer, in a statement shared with NPR via Baird. “Hopefully my mom is free from pain and beginning to explore what I like to imagine as her eternal freedom.”
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