Tribute Esther Snyder, In-N-Out co-founder, 86

When In-N-Out founder Esther Snyder died Aug. 4, the restaurant industry lost a firecracker that inspired leaders for years to come. She was 86. The family has not released the cause of death.

 

"Esther was a true pioneer and inspiration to many, both as a trailblazer for women in the industry and as a savvy business individual with a big heart," said Steven C. Anderson, president and chief executive officer of the National Restaurant Association. "Her contributions to the industry are immeasurable and she will be missed by all of us." 

 

She was the last of the immediate Snyder family who managed the West Coast company since its founding in 1948. Husband Harry, with whom she co-founded In-N-Out, died in 1976. The company was turned over to son Rich at the age of 24. Rich died in 1993, and the head In-N-Out seat was given to Rich's brother, Guy, who died in 1999. Esther assumed the president's role and led the chain's growth from 93 stores to 202.

 

In addition to co-founding In-N-Out, Esther helped concept the very first drive-thru and developed the company's simple operating philosophy: Serve fresh burgers in a "two-way speaker" drive-thru concept. Little has changed in the ensuing years.

 

The menu — burgers, fries and drinks — has also changed very little since the first one was printed in 1948. When competitors like McDonald's and Burger King adopted par-cooking practices and used food-holding equipment to streamline production, such as heat lamps and freezers, the Snyders stuck to made-to-order freshness. In-N-Out still uses no microwaves or freezers in stores. Like many fast-casual restaurants, the chain allows customers to observe french fries being made from hand-cut, fresh, whole potatoes.

 

While the QSR segment has grown increasingly competitive over the years, In-N-Out has retained the basic traditions that have made it a favorite for more than 50 years, and the company credits Esther for building what has become a national icon.

 

"Mrs. Snyder showed us all how to be a great leader and businessperson," said Mark Taylor, In-N-Out vice president of operations, who will succeed Snyder as president and has vowed to keep the company on course. Taylor began flipping burgers at In-N-Out when he was 19 and has been with the company for 22 years. "She expected hard work from associates and in return she believed in rewarding them well and treating them as members of one family."

 

Taylor said In-N-Out's strength lies in the 202 store managers who average almost 14 years with the company and 26 division managers who've been with the company for an average of almost 25 years. 

 

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"We have regional managers and department heads that have been here for well over 30 years," he said. "They remain as dedicated to the customer as ever and we take great pride in operating as a family."

 

During the early years, Esther was in charge of the books and occasionally helped out in the kitchen by molding meat patties by hand and slicing tomatoes and onions. She grew up in Sorento, Ill., and graduated from Seattle Pacific University with a zoology degree in 1947. She met her future husband while working as a manager in a Seattle restaurant.

 

Prior to becoming president of In-N-Out Burgers, Snyder held several titles, serving as vice president and treasurer as well as secretary. During the 1980s and 1990s her roles included overseeing all of the accounting functions as well as staying closely involved in strategic planning. It was during this time that the company began its growth into Northern California, Nevada and Arizona.  As she provided leadership and direction for the company, Snyder also believed that one of her primary roles was to keep the company focused on caring for all associates as part of a family, the In-N-Out family.

 

"Esther was also a cornerstone of her local community, as well as the restaurant community," Anderson said. "She was the founder and driving force behind the In-N-Out Burger Foundation, which is dedicated to helping victims of child abuse."

 

Esther founded the Foundation in 1995. It is one of the few restaurant-based non-profit associations that deposit 100 percent of all customer donations to the actual foundation; In-N-Out absorbs all costs associated with the Foundation.

 

Everywhere Esther went, she made an impact on the people. Baldwin Park, Calif., Mayor Manny Lozano calls her death "a great loss" for the city.

 

"She is a part of this city, an icon," Lozano told the Pasadena News. "If you look at what she's done for this community, it's commendable. Her family never forgot where they came from."