Lions and tigers, and animal style, oh my!

If you aren’t familiar with the best quality burger offered in the fast food industry let me introduce you to the Classic California based burger, In-N-Out. This fast food phenomenon is known for much more than just their delicious food and incredibly high-quality ingredients. Their outstanding customer service is another big draw to consumers. Recognized worldwide, In-N-Out has a gained loyalty through admirable policies that make them unique, here are a few of their secret ingredients for success.

The ‘right on’ attitude. What you say sends a powerful message to the people around you and sets your personal outlook. This has an enormous effect, much greater than most people realize. In-N-Out has established very clear company guidelines to create a company that views the customer as the number one priority. The key to doing that? Through their verbiage. A strategy they use to create a positive environment is by having their associates say “right on”. However, the phrase represents something much more impactful than just Cali slang. It represents the company’s state of mind, their attitude toward their customers. It also serves as an advantageous distinction from their competitors. This verbiage creates an attitude of cheerful and kind service, which is reflected by their associates.

Sometimes positivity can be a lot to ask, so the company makes sure to treat their associates with high esteem, and good pay, for starting associates they make eleven dollars an hour and store managers make 100,000 plus bonuses tied to store performance. Because of the companies generosity to their employees, it increases the loyalty from associates to the right on attitude. This system has proven to be effective considering they have the lowest turnover rate in the fast food industry, which is known for its turnover. The company makes it a point to promote those with a positive attitude making the managers stars in customer service. All because of the right on attitude.

In addition to the environment created for the customer the ‘secret menu’ was another result of In-N-Out listening to their customer’s needs and adapting. Now In-N-Out has many unique menu choices that other stores can’t duplicate, like animal and protein style, which has gained them incredible loyalty.

The work environment. working with positive people makes an impact on your experience and overall working ability. There is no question about it. As leaders, when we have a positive mindset that positivity starts influencing those around us. We distribute what we have, magnified many times over. This creates a more congenial atmosphere, improves morale and boosts productivity. This is more than a logical argument, it is scientifically proven that a positive mindset releases serotonin, oxytocin, and other related chemicals that reduce stress, and improve your immune system.

Being someone who has been fortunate enough to be an employee of the company I can confirm that there is no magic serum we take to alter our moods.  However, the deliberate steps that the company has taken to provide outstanding customer service are the real secret ingredient.