Church of the Customer Blog« Hamburger love | Main | Kicking out unwanted customers, Alamo Drafthouse style »
May 13, 2011
Two new In-N-Out Burgers just opened in the Dallas area and the burger faithful came out in droves. People camped out for two days to be the first to sample the goods and the drive-through line stretched for 2 miles at lunchtime. Check out the video for a woman who was in tears when asked about her love of the iconic chain.
Other blogs that reference Hamburger love:
My son and I waited for 2 1/2 hours in the drive-through line to get our burgers and fries. Worth it for a taste of California!
I am happy to hear they opened a location in TX, but just wish it was closer to South Carolina. Here's hoping In-N-Out Burgers makes it further East! This post is making my mouth water as it has been 10 years since I have had one!
ahh ... the power of an emotional brand to bring someone to tears ... powerful stuff.
You gotta love the simplicity of In-N-Out's menu- just a burger, cheeseburger, fries and shakes. I think it's that simplicity that can encourage that type of customer loyalty- they do a couple of things, and they do them very, very well. When businesses know their mission and vision, they can deliver quality every time.
It's amazing how the customers love the products so much.. Waiting for long just to be the first in line is really so touching.
Clearly, this chain knows what it means to serve customers right. Sounds like a lot of others could benefit from seeing how they do it. As this article (http://www.upyourservice.com/learning-library/customer-service-perception-points/so-simple-so-small-yet-means-so-much) points out, small measures go a long way. This chain has mastered that notion!
It's not the fanatics they need to satisfy. They need to convince the fat part of the bell curve that they are worthy of their business. Like pizza, cola, and many other products, there is a small population of loyalists, and then there are the hordes of people who group products in classes: low-budget, average, above average, and high end. If there is not an Uno's pizza nearby, most people are totally satisfied by a Lou Malnati's, Connie's, or several other options. If Coke isn't available, Pepsi is fine.
While a loyal cache of customers is a great thing to have, they cannot keep a business afloat without the masses of people who just want a delicious burger. 5 Guys, Fatburger, and several others all compete for the same business as In-N-Out. They are off to a good start, but we'll see if it lasts. Krispy Kreme learned how hard it is to expand to more markets and keep their business profitable after the honeymoon is over in a new area.
My sister is really Hamburger enthusiast, she will be excited when she saw this video, looks so delicious!
Very tasty. That looks great I just wish they'd spread more quickly across the country. We don't have em in the South.