Kayla, still grieving her grandmother, was headed home after the funeral, unaware of the chaos that awaited her during the flight. Mistaken for someone else, she had to rely on her instincts to get through the unexpected trouble.
Feeling drained from the funeral and her pregnancy, Kayla just wanted to be in her own bed. The emotional farewell to her grandmother, who had always supported her, weighed heavily on her.
While packing, her mother expressed concern about her leaving so soon. Kayla reassured her that she needed to return to work and her husband, Colin, who struggled without her. Her parents planned to stay a few more days to sort out her grandmother’s affairs, but Kayla wished her grandmother could have met her unborn baby.
Navigating the busy airport, Kayla hated flying, but it was preferable to a long drive. After boarding, she settled in, eager for the journey home. As the flight took off, Kayla sensed someone staring at her. A man a few rows back caught her eye, making her uneasy, but she dismissed it as someone judging her for traveling while pregnant.
Moments into the flight, a stern flight attendant approached her and asked her to follow her to the back. Confused, Kayla complied. Suddenly, the attendant ordered her to kneel, and the man who had been watching her approached, accusing her of theft.
Kayla insisted she hadn’t stolen anything and was returning from her grandmother’s funeral. The man showed her pictures of a woman who looked like her but had distinct tattoos that Kayla didn’t have. Just as she was starting to panic about her baby, the man began to reconsider.
In a moment of desperation, Kayla placed his hand on her belly to prove she was pregnant. Relieved but still embarrassed, he apologized, explaining he thought she was a thief he was pursuing.
However, the situation escalated when the flight attendant revealed a gun and ordered them both to comply. In a surge of instinct to protect her baby, Kayla kicked the attendant, causing her to drop the gun. The man tackled her, revealing that she was the real thief.
Once they landed, police were waiting. Detective Connor, who had been tracking the thief, apologized for mistaking Kayla for the criminal. Despite the ordeal, Kayla felt a strange sense of relief. As she stepped out of the airport and saw Colin waiting with flowers, she felt at peace.
Colin embraced her, glad to have her back. On the drive home, Kayla recounted the harrowing flight. Concerned for her well-being, Colin asked if she needed a doctor, but she reassured him that she was fine. As he placed his hands on her belly, they shared a moment of happiness, looking forward to their future together.
In-N-Out Stuns Fans with Controversial Announcement After 75 Years: A Bold Move of Genius
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.
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