What IN-N-OUT Burger taught my real estate business

By
Real Estate Agent with Chase International Real Estate 61032

I just got out of the gym and ordered a "protein burger" from In n' Out .

For you east coast folks out there; In N' Out is our flagship burger chain here in the West Coast (mainly California and Nevada). There's nothing quite like it in the U.S (Esquire magazine echoed similar statements). When they opened shop in Reno, the line reached couple of blocks away.

They're so fanatical in the quality of their burger it took them 50 years to open a restaurant in Reno (when they were already 200 miles away). Bad news for you Yankees. It's going to take a while.

So I ordered the protein burger (instead of sponge buns, they use lettuce as 'buns') for $1.85.

And the pleasant looking girl asked if I wanted water to go with it. No Up-sells (not that it's bad). No fancy terminologies. No 25 cents-for-extra-sauce-demands. Just plain and simple good service to match their magnificent burgers.

Not once do they miss little details like grilled onions instead of fresh--or giving you incomplete orders--I wish I can say the same thing with other fast food chains.

In my experience, remarkable experience have these components:

  • Fanatical leader: One who sets the vision and makes sure that it's practiced throughout the company--from the CEO to the Server. 
  • Incremental improvement instead of aiming for overnight success: They keep it simple. Constant improvement in reaching systematic remarkable experience.
  • Feedback: listening and acting on it. But they don't try to please everybody. In 'n Out offers a tenth of what normal fast food chains have in their menus.
  • First things first: Customers, employees, profits.

I write about this because it inspires me to create something similar in my market.  I'm a "little guy" business man who buys and sells real estate.  But what's stopping us from following these game changers?

I want to recreate this REMARKABLE experience in my business. From what I write online (initial contact) all the way to the closing--perhaps adding a nice In 'n Out gift certificate as a closing gift =)

close

This entry hasn't been re-blogged:

Re-Blogged By Re-Blogged At
Topic:
ActiveRain Community
Groups:
RealtorsĀ®
Christianity and Real Estate
POSITIVE ATTITUDE for the Weary Soul
Short Sales Specialists
ActiveRain Rockstars
Tags:
customer service
joe salcedo

Post a Comment
Spam prevention
Spam prevention
Show All Comments
Rainmaker
908,388
Pamela Seley
West Coast Realty Division - Murrieta, CA
Residential Real Estate Agent serving SW RivCo CA

Reno Real Estate: great post.  In N Out is right down the street from my new office.  Aren't I lucky?  But maybe not my waistline, they have great milkshakes.  I think their success is b/c they keep it simple and do it really well.  You're right something to think about and apply to our business.  Best of luck! :)

Sep 13, 2010 07:36 PM #1
Rainmaker
3,052,947
Richard Weeks
Dallas, TX
REALTORĀ®, Broker

Good for you.  Why re invent the wheel.  Sounds like this business model is proven, and you should be able to follow the model.

Sep 14, 2010 12:15 AM #2
Rainer
123,477
Michael Cole
CPG Tours - Orange, CA

In-N-Out is pretty darn good. Their menu is simple and the food is fresh. And apparently, they were the first 'drive-through' where people ordered through a little speaker box. But, did you ever look at the bottom of the drink cups? There's usually a Bible verse printed on the inside of the rim.

Sep 14, 2010 02:24 AM #3
Rainer
14,346
Joe Salcedo
Chase International Real Estate - Reno, NV
Reno Real Estate

Pam,

"In N Out is down the street"--I envy and feel bad for you : ).  I actually feel horible confessing to ordering "protein burgers".  But after you swim 20 laps and realize what it takes to burn those damn calories.  I tend to be more careful of what I eat at night. 

 

Funny, you mentioned milk shakes.  I wanted to get one! haha..

Sep 14, 2010 09:10 AM #4
Rainer
14,346
Joe Salcedo
Chase International Real Estate - Reno, NV
Reno Real Estate

Richard,

I think you're right, as a general rule of thumb---Follow THEN and only then start getting creative after you get some market feedback.

Sep 14, 2010 09:11 AM #5
Rainer
14,346
Joe Salcedo
Chase International Real Estate - Reno, NV
Reno Real Estate

Michael,

 

I love that they still use those darn speaker drive-thrus!... It's awesome.  Isn't it interesting that other chains have far more savvy drive-thrus but almost always miss something in your order! Argh...I don't want it grilled! Fried please...=)

Sep 14, 2010 09:13 AM #6
Rainer
14,346
Joe Salcedo
Chase International Real Estate - Reno, NV
Reno Real Estate

And oh Michael, Yes, I love that verse....idea

Sep 14, 2010 09:14 AM #7
Rainer
201,564
Jark Krysinski *PREC (Personal Real Estate Corporation)
REMAX CREST REALTY WESTSIDE - Vancouver, BC
TeamYVR Team Leader, BA,ABR,IRES,IMSD,LLB

Hi Reno People - I've received my I.R.E.S. Designation in Vancouver, BC, Canada today and I noticed that you have a IRES designation as well.  I'm presently building a larger network so that your listings can be featured in my city (for an international exposure), and mine can be featured by you.  Presently I have approximately 20 listings which might be of interest to you.  

Look forward to chatting some more with you with respect to co-listing each other's properties, if you are interested in speaking further?  Cheers, Jark.

TeamYVR

JARK KRYSINSKI, REALTOR®, BA.Hon, ABR, IRES, 100%/Medallion Club, IMSD®, LLB
TeamYVR Real Estate Agent, Team Lead, Top Producer, Workaholic 
RE/MAX Crest Realty Westside, 1428 W. 7th Ave, Vancouver, B.C., V6H 1C1
Direct: 604.790.9945 | TOLL FREE: 1.855.TEAM.YVR (855.832.6987)
Office: 604.602.1111 ext. 116 | Fax: 604.602.9191 ("ATTN Jark, TeamYVR") 
1. www.TEAMYVR.com "JARK KRYSINSKI @ OUR TEAM, 'TEAMYVR' ONLINE!" 
2. 
BCCondos.net/City-East-Vancouver "All Condos in East Van by TeamYVR!"
3. BCCondos.net/City-Ladner "All Condos in Ladner by TeamYVR"
4. BCCondos.net/City-Tsawassen "All Condos in Tsawassen by TeamYVR!"
5. www.MEETUP.COM/BridgeMakers "Meet Jark in Vancouver, Group Leader" 
6. www.MEETUP.com/
BridgeMakersDowntown "Meet Jark in Downtown, Group Founder"
7. 
www.MEETUP.com/BridgeMakersRichmond "Meet Jark in Richmond, Group Founder"
8. www.MEETUP.com/BusinessBuilders "Jark Teaching Investing, Group Speaker" 
9. www.BRIDGEMAKERSGROUP.com "Vancouver Business Group" 
10. www.BIGRICHGROUP.com "Meet Jark in his Richmond Group, Group Co-Host" 
11. www.MEETUP.com/3Metro "Jark's Business Group in Burnaby"
12. www.MEETUP.com/MiddlePeople "Jark Teaching Sophisticated Investments"
13. www.TWITTER.com/SOLDbyJARK "Find us on Twitter"
14. www.FACEBOOK.com/JarkTheSaint "Find us on Facebook"
15. http://d553bf1.ACTIVERAIN.com/ "Top 3 Realtor in Vancouver, BC, Canada!"
16. ca.LINKEDIN.com/pub/JARK-KRYSINSKI/20/b6a/462 "Find me On LinkedIn"
"I Work Hard & Stop Being Tired & Feel Awesome Instead!"
Aug 03, 2012 08:22 AM #8
Post a Comment
Spam prevention
Show All Comments

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?

Rainer
14,346

Joe Salcedo

Reno Real Estate
Ask me a question
*
*
*
*
Spam prevention