Kade Konkle
January 24, 2016
Case Study 1: In-N-Out Burger
In-N-Out provides exceptional value to its customers. Their philosophy is “Give customers the freshest, highest quality foods you can buy and provide them with friendly service in sparkling clean environment. They use fresh and never frozen patties, and ingredients. In-N-Out has an array of lifetime customers claiming that it is the best burger they have ever eaten. In-N-Out has a very restrictive menu, “Although the limited menu might seem restrictive, customers don’t feel that way.” (Armstrong, 524) Despite having such a restricted menu, they also have something called a “secret” menu, this consist of items such as the “4x4” which is four patties and four pieces of cheese. This secret menu is “yet another thing that makes customers feel special.” “In-N-Out is a family-owned chain that refuses to franchise. This allows them to foster an extremely close relationship with their associates and customers while staying true to tradition.”(McKee, 2007)

When entering into most fast food organizations, your expectations are not that high. You want average food, at an above average speed. However, In-N-Out is contrary to that belief. “In-N-Out exceeds the standards of the typical fast food joint”(McKee, 2007). They do not use microwaves or freezers. Therefor, their food is always fresh for the customer. The outcome of this process simple, it leads to growth. In N Out has achieved steady growth throughout the company’s history. While In-N-Out is scarce, they focus on one thing, quality. That in itself is something most fast food restaurants can’t say. In-N-Out keeps their customers so satisfied that they even “wear T-shirts and slap In-N-Out bumper stickers on their cars.” (Armstrong, 524)

I do not believe that they should adopt a high growth strategy. The company is already achieving such success; I do not see a