With In-N-Out Burger in a period of transition, owner and president Lynsi Snyder-Ellingson affirmed that she wants to keep the company the way her grandparents founded it.
“That is very much my passion,” she said in a talk at Pepperdine University in Malibu. The event was part of a speaker series moderated by university president Jim Gash.
It took place March 31 in front of an audience of 1,200 in Firestone Fieldhouse, the campus’ venue for large events since 1973. It’s being phased out as a sports venue as a new arena nears completion.
Pepperdine posted the nearly hourlong session on its YouTube channel on Monday.
Gash described Pepperdine as a Christian university and Snyder-Ellingson as “one of the premier Christian business leaders of our generation.” He talked with her about her Christian faith as well as her business practices.
Early in the hour, Gash asked her about In-N-Out culture.
“What are the things that will never change? What are the things that are, ‘This is who we are. This is who we’re going to be’.”
Synder-Ellingson replied: “We won’t compromise our quality. We’re not going to do things the quicker, easier way because it’s easier for us. We want to do what’s best for our customers.”
Later, Gash read an audience member’s question about automation and asked whether In-N-Out would ever transition to mobile order pickup.
“We have for sure had that put in front of us, and the answer is no. And the main reason is part of what makes In-N-Out and the experience so special is the interaction and the customer service that we’re able to give — the smile, the greeting. Just that warmth and feeling the culture. And so the mobile ordering will definitely take a piece of that away. And there’s also the freshness factor.”
Gash asked Snyder-Ellingson what she thought about Pepperdine’s campus as an In-N-Out location.
“It’s a beautiful location, just not for a store.”
In-N-Out’s growth has been in the news for the past 14 months after the company announced it would be pulling out of its headquarters in Irvine in favor of Baldwin Park, where Snyder-Ellingson’s grandparents Harry and Esther Snyder founded the chain in 1948.
In-N-Out will also be shifting management to a new hub in Tennessee, where Snyder-Ellingson has said she intends to move.
In-N-Out’s newest location, restaurant No. 435, opened April 3 in Buckeye, Ariz.
After the talk, audience members were treated to burgers from In-N-Out trucks.
Gash asked Snyder-Ellingson what her go-to order is.
“Double meat with fried mustard, extra spread, pickles and chopped chilis only.”
Information: pepperdine.edu