In-N-Out Burger, a West Coast restaurant chain, has maintained a loyal customer base and a unique identity despite only being located in a few states for nearly eight decades. Since Lynsi Snyder took over as president in 2010, the company has almost doubled in size, expanding to eight states with plans to open in three more. Snyder is cautious about expansion, focusing on keeping prices lower than competitors and maintaining the company’s commitment to quality and customer service.
In-N-Out’s pricing strategy has proven effective, with a Double Double burger selling for less than similar offerings from competitors like McDonald’s and Wendy’s. The company still works with many of the same vendors as it did in the 1940s and ’50s, which has helped maintain quality standards. While larger fast-food chains are also expanding, In-N-Out is keeping its focus on the West Coast, where it has the most devoted customer base.
The company has faced challenges in California due to new minimum wage laws that require higher pay for fast-food workers. In-N-Out was already paying above the minimum wage, but the new requirements have led to further increases in pay for associates. Despite these challenges, Snyder remains committed to taking care of her employees and ensuring they are well compensated.
Snyder’s grandparents founded In-N-Out Burger in 1948, and she has worked her way up through the company to become president. She has maintained the company’s traditions and values, including displaying Bible verses on packaging and eschewing certain tech trends like mobile ordering in favor of preserving the customer service experience. Snyder is determined to keep the company private and has refused offers from potential buyers.
Despite the company’s expansion plans, Snyder has no intention of franchising or bringing In-N-Out to the East Coast. She wants to preserve the family legacy and ensure that her eldest son, who has joined the business, can continue the tradition. While In-N-Out is expanding its presence, Snyder remains focused on maintaining the company’s unique identity and commitment to quality, even as it moves into new markets like Washington, New Mexico, and Tennessee.
