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.
Dairy Queen store got in serious trouble after posting controversial sign
In 2017, a Dairy Queen in Kewaskum, Wisconsin grabbed attention online with a message posted in its front window, causing quite a stir across the internet.
Some words or expressions, like ”Merry Christmas,” can stir up controversy, even when they seem harmless to some.
In a world filled with different beliefs and traditions, what feels like a simple greeting to one person might come across as exclusionary to another.
It’s that clash of perspectives that can turn a seemingly innocent phrase into a hot topic. Take, for example, a Dairy Queen in Wisconsin that made headlines with a bold sign on its window — sparking a heated debate online.
For years, a Dairy Queen in Kewaskum, Wisconsin, has proudly displayed a ”politically incorrect” sign on its window. While locals have long been familiar with it, back in 2017, an out-of-town customer took notice and set the internet on fire.
The store’s owner, Kevin Scheunemann, is the one who put up the sign, and he stands by its message.
“I felt the sign was appropriate to hang in terms of being transparent about the views of the owner and staff supporting God and country,” Scheunemann explained to WeAreGreenBay.com.
The sign in Kewaskum
So, what did the sign actually say?
It proudly declared the restaurant’s stance on “political incorrectness,” emphasizing holiday greetings like “Merry Christmas,” “Happy Easter,” and “God Bless America.” It also included the phrase “In God we trust” and offered free sundaes to veterans on Veteran’s Day.
According to the owner, he decided to put up the sign back in 2012, after a customer was upset by Christian music playing inside the restaurant.
“I just felt it was more appropriate to disclose these kinds of expressions,” Scheunemann continued. “It just seems that those kinds of values and principles are becoming controversial in society.”
Despite the occasional controversy, Scheunemann stands firm, willing to have a conversation with anyone who disagrees, but also proud of his values.
”Pretty tasteless”
But as mentioned, not everyone agreed with Scheunemann’s perspective. One customer from Oregon posted the sign on Dairy Queen’s national Facebook page in 2017, complaining about its exclusive nature.
This sparked a flood of negative comments, with people like Steve Thomas from Milwaukee saying, “I feel this is a pretty tasteless thing to have posted at one of your franchises. The part I disagree with is his use of the term ‘snowflake’… he’s alienating half the population by using that term.”
Thomas continued, “The other thing I don’t like is him belittling ‘safe spaces.’ Young adults need a safe place to talk when they’re struggling but won’t go because of the criticism they might receive. That’s why I disagree with this sign.”
Despite the backlash, many showed their support for Scheunemann, with some people even traveling long distances to snap a picture with the owner.
I just had to post this. Naturally, it was really busy tonight. This customer comes up to counter and says he has…Posted by Kevin Scheunemann on Saturday, June 30, 2018
In response to the controversy, Dairy Queen released a statement:
“American Dairy Queen Corporation does not encourage our independently owned and operated franchisees to post non-business related messages. This sign expresses the views of this independent owner only and does not speak for ADQ Corporation or other franchise owners. We expect our franchisees and employees to treat every customer with dignity and respect.”
New controversy
Then in 2020, the same Dairy Queen found itself at the center of another debate when a Donald Trump campaign sign, placed next to the restaurant’s parking lot, was nearly stolen.
CCTV footage showed two people trying to take the large Trump sign, but they couldn’t fit it into their car. Scheunemann, who posted about the incident on Facebook, even offered a $500 Dairy Queen gift card for information leading to the suspects’ arrest.
Love it or hate it, Dairy Queen’s politically charged sign has certainly sparked conversation over the years.
Whether you’re all for Scheunemann’s unapologetic stance or feel it crosses a line, it’s clear that his message has struck a chord with people from all walks of life. From heated debates on social media to those who travel miles just to snap a photo with the sign, it’s a reminder of how a single statement can ignite a much larger conversation.
So, what do you think? Does Scheunemann’s sign represent standing strong in your beliefs, or is it a step too far in today’s divided world?
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