Talk to anyone who has ever eaten at In-N-Out and they will probably tell you it's worth the wait, right along with what they ordered. In-N-Out has become an American trademark for many parts of the country. In an exclusive interview, In-N-Out's President and owner Lynsi Snyder-Ellington gives a rare behind-the-scenes viewpoint of the company and why customers keep coming back.
Crosswalk Headlines: When you look back at the history of In-N-Out, what comes to mind?
Lynsi Snyder: First and foremost, it is God's hands on the company. God is the glue that holds In-N-Out Burger together, and I never forget who's ultimately responsible for our success.
My grandparents founded In-N-Out Burger in 1948 with the goal of providing burgers, fries, and drinks with a commitment to quality, freshness, and cleanliness. They built a legacy of excellence in how we serve our customers, associates, and communities, which continues to this day. We continue all of this while refusing to compromise quality or giving in to the temptation to save on food costs or do what others may be doing.
The third part of In-N-Out's mission/purpose statement is "Assisting all communities in our marketplace to become stronger, safer, and better places to live." My grandmother embodied this through her service to others, and together with my uncle and mom, they founded the In-N-Out Burger Foundation in the 1980s to help fight and prevent child abuse. My husband Sean and I added to these philanthropic efforts in 2016 with the creation of the Slave 2 Nothing Foundation, which exists to fight substance abuse and help stop human trafficking. We follow Jesus in healing the brokenhearted and proclaiming liberty to the captives (Proverbs 61).
CWH: What are some of your earliest memories of the company?
LE: Many of my early childhood experiences revolved around In-N-Out. Our family went with dad to Hawaii, where we joined high-achieving In-N-Out managers. Each year, I loved going to the In-N-Out Kids' Christmas party, held in the warehouse, where they even trucked in enough snow for sledding, and I got to play in real snow. All the kids I knew in Southern California went nuts over snow, and this tradition continues today, although it's now held in a bigger venue. In-N-Out was the focus of so many special family times when I was little. I didn't realize until later that the common thread was the family business.
CWH: Why do you think the restaurant resonates with its customers the way it does?
LE: Our customers are our most important asset. They are what drive our commitment to quality, friendliness, and cleanliness. To make sure Customers are given the respect they deserve, we operate the Golden Rule. At In-N-Out, the customer is always right, and we serve with that attitude. We are about service with a smile.
CWH: What advice would you give younger leaders since you took over the company at such an early age?
LE: You need God to be truly successful. As a leader, you must have a service mentality. Serving our customers is my No. 1 priority, and loving our associates is right there with it. Love is an integral part of my Faith and vital to how we treat our Associates. It means treating them like family, paying them well, and providing them with opportunities to grow and learn. I try to model and teach servant leadership, which fosters an atmosphere of caring and lifting others up, giving grace, and disciplining out of trying to make us all better.
Wisdom comes from experience and seeking counsel. Learning from others is a valuable principle. Proverbs 11:14 states, "Where there is no counsel, the people fall; But in the multitude of counselors there is safety" (NKJV).
You must also surround yourself with other leaders who can complement and challenge your own leadership style and provide wisdom and encouragement. Finally, you must provide a quality product and take care of your people. In-N-Out is a family for us.
CWH: How has Faith played a role in your life as a leader?
LE: I lean on God as I lead In-N-Out. I share my Faith openly and honestly. I just want to love, share about God's love, follow Jesus' commands, and bring glory to God. I see a kind of practical Faith showing up in everything we do at In-N-Out Burger. We treat others the way we want to be treated. It's as simple as that.
My Faith pis what also compels me to serve our associates and communities. I have continued building upon the work started by my grandmother, uncle, and mother through the In-N-Out Burger Foundation and founded Slave 2 Nothing with my husband to set individuals free from addiction and human slavery. My father had a gift of compassion and wanted to help those in need. His struggle with addiction inspired me to fight for others' freedom so they can live out the calling and purpose in life.
CWH: What is the history of the Bible verse John 3:16 on the bottom of your soft drink cup?
LE: My Uncle Riche began printing tiny references to Bible verses on In-N-Out paper goods in 1985. He did it quietly as a way for him to express his Faith, and he wanted to put that little touch of Faith on our brand. He later explained it was a way for him to thank God both for In-N-Out helping so much and helping him during the difficulties of taking on the role of leading the company when he was only 24 years old.
To this day the Bible verses he put on the packages remain. They are Revelation 3:20 on hamburger and cheeseburger bags, Nahum 1:7 is on the Double-Double wrappers, Proverbs 3:5 is underneath milkshake cups and John 3:16 is underneath soda cups.
After I became president, I added three additional verses: Proverbs 24:16 to fry boats, Luke 6:35 to coffee cups, Isaiah 9:6 on Christmas cups, and John 13:34 to the hot cocoa cups.
CWH: What has God been teaching you lately?
LE: God has been teaching me so much lately, but one thing in particular is trusting Him when I have doubts. I don't really think of myself as a person of doubt. I'm very faith-filled, but lately, I've been catching myself in areas where I pray for something and then doubt that God will carry it through for me. Sometimes, I go to a legalistic place where I start to believe that what I prayed for isn't happening because I didn't do enough, but I know that is not right. God's been pointing out these incorrect thoughts and leading me to put my trust fully in Him. I've recently had a huge breakthrough over this. Even a few weeks ago, something came up, and I realized the doubt was creeping in. I stopped myself and was like, "Nope, I'm not going to go there!" Instead, I decided to trust God and not worry about the situation.
Photo Credit: ©Instagram/lynsi_synder
MAINA MWAURA is a freelance writer and journalist who has interviewed over 800 influential leaders, including two US Presidents, three Vice-Presidents, and a variety of others. Maina, is also the author of the Influential Mentor, How the life and legacy of Howard Hendricks Equipped and Inspired a Generation of Leaders. Maina and his family reside in the Kennesaw, Georgia area.