Stacy Perman

In-N-Out's focus on a simple, quality product, delivered by capable and motivated employees has fueled success since 1948. The book documents the industry context over the decades—from the evolution of the highway system, to the Burger Wars, to the rise of fast-casual—demonstrating how In-N-Out positioned itself for success, and did not shift in response to new trends or fads, even as family tragedy altered succession plans.

Like the gas-station convenience store chain Quik-Trip, In-N-Out's pursuit of growth was never driven by a vision of market saturation or profit maximization, but in order to create career growth opportunities for its loyal associates. Unlike other fast-food chains who rapidly expanded their footprint, In-N-Out used its management bench as a key metric in its expansion plans. As Rich Snyder said, "If you lose your workers, you lose your customers. I don't know how others do it, but we just try to keep everybody happy that works for us." In-N-Out's commitment to its employees demonstrates that it is possible to offer good restaurant jobs, without sacrificing price or quality.

The book is heavy with details, many of which are not necessarily the most interesting or poignant. Chapter 12 has the richest information on their internal training and development systems, but much of the rest of the book covers the family, their lifestyle, and the context of the time.… (más)