In-N-Out Burger

In-N-Out Burger is a privately owned and operated fast food restaurant chain in the Western United States. Founded in 1948 and headquartered in Irvine, California, In-N-Out Burger has since expanded to Arizona and Nevada, and has announced plans to build in southern Utah, though no timetable has yet been offered. The restaurant chain has developed a loyal customer base^[2][3][4] by maintaining a simple menu of high-quality hamburgers and french fries made to order with fresh ingredients. It is one of the few fast-food chains in the United States to pay its employees significantly more than federal and state mandated minimum wages.^[5]

History

In-N-Out's first location was opened on October 22, 1948 by Harry and Esther Snyder at the northwest corner of what is now the intersection of Interstate 10 and Francisquito Avenue in the Los Angeles suburb of Baldwin Park, California. It was almost three years before a second location was opened in San Gabriel Valley. At the time of Harry's death in 1976 the company had only expanded to 18 stores located exclusively in Southern California. Rich Snyder became the company president. From 1976 until his death in 1993 they grew to 93 stores.^[6]

In 1984, the company established In-N-Out University for the purpose of training its management-level employees in a "real world" setting. As the university was a full service restaurant, its operations were similar to that of any other In-N-Out restaurant and to the casual observer it was like any of the others except for its larger size (floor area). In 2004 the university was demolished. In its place a new restaurant with a 75 seat indoor dining area was constructed. After its completion, the original location was closed. The original kitchen is planned to be preserved as part of an upcoming In-N-Out Museum.

In 1992, In-N-Out opened its first non-Southern California restaurants in Las Vegas (one at Sahara Avenue west of Interstate 15 and the other on Nellis Boulevard just north of Charleston Boulevard). Then expansion began into Northern California, and additional Las Vegas area restaurants were opened. By 2000, locations in Arizona were established. Additional Nevada restaurants in Reno, Sparks, and Carson City were opened in the fall of 2004. The Reno In-N-Out holds the company record for most burgers sold in a day. The store sold 9919 burgers on its first Saturday after opening. The company is planning expansion into Utah.^[7]

On December 15 1993, In-N-Out's president, Rich Snyder, son of the founders, and four other passengers died in a plane crash on approach to John Wayne Airport in Santa Ana, California after opening store #93 in Fresno.^[8] Snyder was aboard a charter plane (Israel Aircraft Industries 1124A Westwind with tail number N309CK). The charter aircraft followed in a Boeing 757 for landing, became caught in its wake turbulence, rolled into a deep descent and crashed near the intersection of California State Route 55 and Edinger Avenue. The crash investigation led to the FAA requirement for an adequate period of time between heavy aircraft and following light aircraft to allow wake turbulence to diminish. As a result of this crash Rich's brother, Guy, assumed the presidency.

In 1999, Guy died of an overdose of Vicodin.^[3] Esther Snyder, the matriarch of the founding family, subsequently held the presidency until she died August 4, 2006 at the age of 86. Mark Taylor, former Vice President of Operations and brother-in-law to Lynsi Martinez (Harry and Esther Snyder's only grandchild through Guy and company heir), became the company's fifth president.^[9][10]

Due to relatively few locations (compared to other fast food chains), a business model where the food is made to order (rather than precooked then reheated), and the high quality -- and popularity -- of the food, the drive-through and in-store lines can be long. A wait 15 minutes or longer is sometimes common to receive one's order. However, the wait time is often due to the length of the line more than the preparation time for the burgers.

The In-N-Out model is in stark contrast to its traditional rival, McDonald's (which began at about the same time in nearby San Bernardino). This is reflected in In-N-Out advertising, which focuses on the food, compared to McDonalds' ads which promote the "experience." Other major competitors include Carl's Jr., Burger King, Dairy Queen and A&W, but none have inspired the customer loyalty of In-N-Out.^[11]

All locations are company-owned. The privately owned corporation does not currently plan to franchise or to take the company public.

Turbulence in 2006

On January 5, 2006 a lawsuit exposed a possible family feud over the chain's corporate leadership. Richard Boyd, one of In-N-Out's vice presidents and co-trustee of two-thirds of the company stock, accused sole heir Lynsi Martinez and allied corporate executives of trying to force out Esther Snyder and attempting to fire Boyd unreasonably. Pre-empting the suit, Martinez and Snyder appeared in a special December video message to employees with Operations VP Mark Taylor telling employees not to believe everything they hear.^[2]

The company responded with a lawsuit of its own alleging that Boyd had construction work done on his property and charged it to the company, as well as favoring contractors with uncompetitive bids.^[3] This escalated into a defamation lawsuit against accounting firm Grant Thornton and its employee Lawrence A. Rosipalja over alleged intimidating and misleading statements made to In-N-Out employees about the corporate dispute.^[12] Boyd was suspended from his role as co-trustee of 65% of the company stock and Northern Trust Bank of California took Boyd's place as co-trustee until a hearing on May 10, 2006.

In April the judge dismissed two of In-N-Out's claims against Boyd. A trial date of October 17, 2006 was set.^[13] This trial never occurred, as a settlement was reached in early May. Most terms were private under a confidentiality agreement between all parties. Boyd was permanently removed from his role as an employee and co-trustee.^[14]

Menu items

One reason In-N-Out has not expanded rapidly is that their food is never frozen. The delivery trucks are only able to travel a limited distance from In-N-Out's sole meat packing plant, where the company does its own boning, grinding, and pattying of fresh beef chuck. Due to logistical and cost issues, it is not likely they will open other meat packing plants. This commitment to freshness has limited the restaurant's expansion to California, Nevada, and Arizona.

In-N-Out focuses on providing a basic menu with few changes since the restaurant was established in 1948. The simple menu consists of the following:

• Hamburger
• Cheeseburger
• "Double-Double" - a double cheeseburger (two slices of cheese and two meat patties). This has been known to confuse Canadian visitors to In-N-Out Burgers, who are used to it referring to coffee with two creams and two sugars.
• French fries (one size only)
• Milk shakes - chocolate, strawberry, and vanilla
• Drinks - Coke, Diet Coke, 7 Up, Barq's root beer, Dr Pepper, lemonade, iced tea, milk, and coffee.

Ordering an In-N-Out Burger

Despite the apparent simplicity of the menu, there are literally hundreds of different ways to customize a burger.

All burgers consist of one or more 1/8 lb. beef patties cooked to "medium-well", and served on a lightly toasted sponge dough bun. Cheeseburgers and Double-Doubles also feature one and two slices of American cheese, respectively. The default style of burger includes a spread similar to Thousand Island dressing, tomato, and a portion of lettuce. In addition, customers are asked if they wish to add onions (fresh or grilled). Although not included on the stock burger, In-N-Out can add pickles to the burger; they may also substitute mustard and/or ketchup for the spread, or in addition to the spread.

All ingredients, as well as the toasting of the bun, may be specified as light or extra.

Available on the side are ketchup, mustard, the spread, and any of the produce that is put on the burger, excluding the grilled onions. Chili peppers can also be added to the burger, or ordered on the side.

The "Secret" menu

Main article: In-N-Out Burger secret menu

There are also "secret" item specials, variations of the basic menu that are neither listed on the menus in the stores nor advertised. A few of these variations are detailed on the company's web site for all to see.^[15] Some items on the "secret" menu have a different price due to the addition or removal of ingredients — in particular, the meat and cheese.

Store layout

Many In-N-Out stores are based on one of a set of templates or "cookie-cutter" blueprints (chosen based on available space and expected traffic levels) that have changed over the years. Other stores are designed to be unique to fit into the surrounding architecture, or to stand out. Notable "unique" In-N-Out locations include the store on Fisherman's Wharf in San Francisco the restaurant in Westwood in Los Angeles and the restaurant in Valencia mimics the interior of a McDonald's^{[citation needed]}. The typical location's interior layout includes the following:

• customer service counter with several computers and registers
• indoor dining room (benches and fixed chairs)
• kitchen (called the stand)
• food preparation area (where tomatoes, onions, etc. are processed)
• storage areas for the paper goods (napkins, bags, etc.)
• storage areas for the "dry" food goods (potatoes, buns, etc.)
• walk-in refrigerator (no freezers) for the perishable goods (Lettuce, cheese, spread etc.)
• A separate meat refrigerator for the patties
• mechanical/electrical rooms
• restrooms
• employee locker rooms

The exterior layout includes the following:

• one or two drive-through lanes with corresponding service windows
• outdoor dining area (tables and benches, and overhead canopies)

Variations of this layout exist depending on the age of the restaurant, physical lot size, city zoning ordinances, and the restaurant's relationship to neighboring structures or its proximity to the street.

All of the designs encourage customers to watch the food being prepared. In-N-Out's success is based on the quality of the food. They proudly show that the fries start as whole clean potatoes only minutes before, that the lettuce is hand-leafed rather than sliced, the burgers and buns are grilled together, and everything comes together to be served without the use of heatlamps or microwave re-heaters.

As a result of a larger restaurant site, newer restaurants now include an indoor dining area in addition to the outdoor dining area. Conversely, because of the greater ability to serve 'dine-in' customers, these stores will have only one drive-through lane. Because the kitchen is larger, there are generally multiple registers, two or three grills, larger countertops, multiple fryers, etc. Depending on the location, and particularly if it is in a heavily developed or densely built area, a few locations with indoor dining areas will not have drive-throughs.

The In-N-Out located in Barstow, California, is fitted with four grills and ten fryers, an amusement-park style line, and cavernous dining room. The majority of this location's business is a result of those traveling between Southern California and Las Vegas on Interstate 15, putting Barstow at the middle of a long trip. It is common for the restaurant to be incredibly busy during the day; the announced order numbers will cycle past 100 between the time a customer joins the line and finishes their meal. Many customers are long haul truck drivers who walk as far as a mile from the truck stops where their big rigs are parked.

The signature colors for In-N-Out are white, red, and yellow. The white is used for the buildings' exterior walls and the employees' (associates') basic uniform. Red is used for the buildings' roofs and associates' aprons and hats. Yellow is used for the decorative band on the roof. Variations in the application of the colors on the building will occur depending on the architecture of each restaurant.

The first few In-N-Outs (such as those in Pasadena, Baldwin Park, Covina, and Azusa) had a common design, placing the kitchen "stand" between two lanes of cars. The "front" lane is nearest the street, and the "back" lane away from the street. A metal awning provides shade for several tables for customers desiring to park and eat, but there is no indoor dining. A walk-up window faces the parking area. This feature made In-N-Out very popular with law enforcement and emergency services personnel, avoiding the possibility of being trapped in line when a radio call came through. The customers in cars waiting in line have a clear view of the kitchen interior through large windows. Storage of food and supplies is in a separate building, which is connected to the kitchen only by sharing the roof, so it is common for a driver to be asked to wait a moment, while workers carry replenishments to the kitchen across the rear lane.

Due to their size, the kitchens at these classic stores are limited to a single customer service register, one cooktop grill, a countertop, two sets of fryers (for the french fries) with two fry baskets each, one set of soda and shake dispensers, a sink, and a "spinner" that is used to centrifugally remove excess water from the freshly diced potatoes.

This simpler design is a popular image on In-N-Out ads and artwork, which often shows classic cars such as 1965 Mustangs and 1968 Firebirds visiting the original stores. The original Covina store, located on Arrow Highway west of Grand Avenue, was forced to close in the early 1990s due to re-engineering and development of the area. A modern design, drive-up/dining room restaurant was built only a few hundred feet away, but staffers at the new location frequently hear nostalgic references to the original. The new building is much larger (approximately half the size of the entire lot upon which the earlier restaurant sat), and is often filled to capacity.

Corporate culture

In-N-Out pays its employees significantly more than the federally mandated minimum wage of $5.15 per hour and California's minimum wage of $7.50 per hour — currently starting pay is a minimum of $9.50 per hour.^[16] For its full-time associates, the company offers complete employee benefits,^[17] and provides 'fringe' benefits in the form of annual company picnic, gifts at Christmas, the opportunity to participate in a variety of other company-sponsored activities, as well as paid holidays and paid vacations. On average, each of their 200+ store managers earn just under $100,000 annually, and have been with the company for 13 years.^{[citation needed]} The restaurants are closed on Christmas, Thanksgiving, and Easter. It is one of the few chains to receive a positive mention in the book Fast Food Nation.

In-N-Out is active in the communities it serves. Every year the company provides free burgers to participants marching in the Rose Parade, provides cans for donations, matches customer donations 3-to-1 in April for National Child Abuse Prevention Month, and underwrites various fundraisers to support local charities and non-profit organizations.^[18]

Advertising

In-N-Out generally relies on positive 'word of mouth' for its advertising. Television advertisements are sporadic; for the most part, when the ads do appear, the hamburger, or product, is the focus of the commercial. In-N-Out rarely relies on spokespersons or actors for its commercials, although at one time John Goodman voiced a radio spot. Radio advertisements are equally rare and are generally limited to the characteristic jingle: "In-N-Out, In-N-Out. That's what a hamburger's all about." which was created by advertising mogul Wayne E. Smith, of Wayne E. Smith and Associates.^{[citation needed]} In the past the Snyders have sponsored Christmas music programming and given voiceovers expressing the meaning of the holiday. In addition to the jingle, there are several In-N-Out slogans including: "Quality You Can Taste" and "Cleanliness You Can See".

In-N-Out uses billboards strategically located on roads leading to individual restaurants, such as "2.5 miles ahead", and the board will have a large replica of a Double-Double on it. At one time, some of the billboards released "steam", making the hamburgers appear hot.

In-N-Out's use of the occasional radio spot and billboard, simultaneously echoing the sequential billboard ads of the 1950s and apprising West-Coasters traveling through spacious California that a precious In-N-Out is nearby--an oasis in the wilderness--may be the ideal campaign for an establishment that wants to both evoke the burger joints of the 1950s and has almost no need whatsover for advertising due to the continually immense demand for In-N-Out burgers.

Popularity

The burger chain has developed a cult following, because of its reputation for adhering to the notions that fast food should be made from scratch.^{[citation needed]} A favorite among celebrities (an early example being Bob Hope), Vanity Fair has even served In-N-Out burgers at its post-Oscars parties.^[2] Angelina Jolie, for example, confessed that she left the 2003 Academy Awards ceremony early, and, dressed in her glamorous outfit, stopped at an In-N-Out on the way home.^[19] Actor Tom Cruise is also known to be a big In-N-Out fan to such an extent that most of his films will often have the company's van providing unofficial craft services. Paris Hilton, spokesperson for Carl's Jr. in 2005, was arrested for DUI in 2006 claiming, "I was just really hungry, and wanted to have an In-N-Out Burger."^[20]

The chain has also become an anti-corporate alternative to fast food restaurants such as McDonald's (which was founded eight years before In-N-Out in nearby San Bernardino). When the location at San Francisco's Fisherman's Wharf opened, local business leaders said that they opposed every other fast food chain except In-N-Out because they wanted to maintain the flavor of family owned, decades-old businesses in the area.^[4]

Even the opening of a new In-N-Out location becomes an event. When one opened in Scottsdale, Arizona, there was a four-hour wait for food, and news helicopters whirled above the parking lot.^[21]

In 1999, after Sergeant Andrew Ramirez, who had been a POW for a month in Serbia, was released, his first request was for a Double-Double (his mother got one to him).^[2]

Rush drummer Neil Peart stated in his book, Traveling Music, that In-N-Out Burger is the only fast food establishment he eats at ever since reading Fast Food Nation.

In-N-Out in popular culture

In-N-Out has been referenced in several movies and TV shows, including:

• in the "Mayored to the Mob" episode of The Simpsons, Homer refers to the special treatment received at a Krusty Burger, saying "I ordered the double-double, but they gave me the double-double-double-double!"
• In the movie The Big Lebowski, a location is referred to as being "near the In-N-Out burger." The three main characters, Walter, Donnie, and the Dude, are later seen eating In-N-Out burgers in the car.
• In the movie Fletch Lives, Fletch asks a female co-worker if she's interested in lunch at the In-N-Out Burger. When she declines he responds with "forget the burger, how about just the in-n-out?"
• In the movie Swingers, actor Jon Favreau wears an In-N-Out Burger t-shirt in a key scene.
• In the Mystery Science Theater 3000 episode #803, Mike says,"Look, it's an In-N-Out Burger", when a lost underground civilization shows their insignia to be an inverted 'V' similar to the In-N-Out logo.
• In a CSI: Crime Scene Investigation episode "Fur And Loathing", Nick Stokes interrogates a potential murder suspect whose alibi was that he was at the In-N-Out Burger. Later in the same episode, CSIs Sidle and Stokes make a bet in which the loser must buy the winner a Double-Double Animal Style.
• In the "Pickles" episode of SpongeBob SquarePants, a large fish named Bubble Bass orders a "4 by 4, Animal Style" Krabby Patty.
• While possibly not a direct reference, in the ABC dramedy show Boston Legal episode "Too Much Information", Denny's Crane's fiance see's a cart of submarine sandwhiches being given out to various employees of the law firm. When Denny's fiance asks, "Do you have anything without bread?" To which the vendor distributing the sandwhiches says, "These are sandwhiches, they have bread." She responds "Well there's a thing called 'protein style'.
• South Park co-creator Matt Stone was interviewed by Michael Moore in Bowling for Columbine at the In-N-Out Burger in Westwood
• The chain was mentioned in the Studio 60 on the Sunset Strip episode which aired on November 27, 2006.
• In the Weeds episode "Cooking with Jesus", Nancy, Dean, Sanjay, Doug, Andy and Alejandro visit a Mexican fast food restaurant. Doug mentions that he hates chain restaurants. When Dean questions Doug's liking of In-N-Out, Doug responds : "In-N-Out is independently owned by religious nuts that put biblical citations on the bottoms of the cups. They don't franchise and they use fresh ingredients. They cook with Jesus."
• In the Arrested Development episode Key Decisions, Michael Bluth is seen clearly with an In-N-Out cup while talking to Marta on the stair car.
• On The OC during Season 1 many characters are seen eating In-N-Out, including in "The Model Home" when Ryan and Marissa are discussing their lives while eating In-N-Out, and during "The Goodbye Girl" when Seth and Summer are eating it on top of their car.
• In Drake & Josh, it is parodied as Inside Out Burger.

Trivia

• In-N-Out offers a cookout trailer that can be hired for private or corporate events. This trailer offers hamburgers, cheeseburgers, double-doubles, grilled cheese, 21 oz. fountain drinks, and potato chips (instead of fries). A hot oil vat is unsafe in a moving vehicle, hence the potato chips.
• Before converting to computerized cash registers, the orders were taken on color-coded notepads (green for the front drive-through window, pink for the rear drive-through window, and white for the walk-up window).
• Classic two-drive-through stores had two drive-order speakers, one in each lane, to decrease waiting time in the drive-through.
• A "Home Run" is called when a car passes the drive-through speaker without stopping to give their order.

• Founder Harry Snyder's favorite movie was Stanley Kramer's It's a Mad, Mad, Mad, Mad World in which individuals look for a hidden treasure and find it under "the big W" made by four palm trees, with the middle two forming an 'X', which is why many stores have crossing palm trees in front. This is also in keeping with In-N-Out's traditional palm tree logo, which reflects the chain's Southern California roots.
• During periods when the drive-through line is really long, an associate is sent to personally take orders from the cars waiting to be served. These employees enter the orders on a PDA-like device called the Handheld.
• In-N-Out stickers are available on request as well as paper hats, nutritional facts, and a location guide with all of the stores' addresses.
• After accepting only cash, free burger coins, and gift certificates in its many years in business, In-N-Out began accepting Visa and MasterCard for payment on September 15, 2005, beginning at the Irvine, CA location.
• In-N-Out has inspired famous chef Thomas Keller to open a hamburger restaurant.^[22]
• In-N-Out's Protein Style has been around since 1954, not just since the low-carb craze.
• In-N-Out shakes are made from an ice cream base that is 10.2% butter fat.

Bible references

In-N-Out prints discreet references to Bible verses on their paper utensils. The print is small and out of the way, and only contains the book, chapter and verse numbers, not the actual text of the passages. The practice began in the 1980s during Rich Snyder's presidency,^[23] a reflection of the Christian beliefs held by the Snyder family.

• Burger and cheeseburger wrappers

Revelation 3:20—"Behold, I stand at the door, and knock: if any man hear My voice, and open the door, I will come in to him, and will sup with him, and he with Me."^[24]

• Beverage cups and antenna toppers

John 3:16—"For God so loved the world, that he gave his only begotten Son, that whosoever believeth in him should not perish, but have everlasting life."^[25]

• Milkshake cups

Proverbs 3:5—"Trust in the LORD with all thine heart; and lean not unto thine own understanding."^[26]

• Double-Double wrapper

Nahum 1:7—"The LORD is good, a strong hold in the day of trouble; and he knoweth them that trust in him."^[27]

• Paper water cups, or "R-9's"

John 14:6 —"Jesus saith unto him, I am the way, the truth, and the life: no man cometh unto the Father, but by me."^[28]

Criticism

• In addition to not providing healthier menu options such as salads and juice, the In-N-Out menu does not include smaller serving size options that other fast food restaurants typically offer. For example, the McDonald's small french fry serving contains 209 calories, 13 grams of fat, 2 grams of saturated fat, and 3.5 grams of trans fat. Conversely, In-N-Out offers a one size only french fry serving that has nearly double the amount of calories at 400, with 18 grams of fat, 5 grams of saturated fat, however includes no trans fat.^[29][30]
• For years In-N-Out has not listed the amounts of trans fat in their food; however, the company's website now shows trans-fat for all of their food.^[31]

References

• Schlosser, Eric (2001). Fast Food Nation. Boston: Houghton Mifflin, pp. 259-260. ISBN 0-395-97789-4. 
• Hawn, Carleen (2006-08-07). In-N-Out Burger is giving McDonald's a run for its money.

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