In-N-Out Burger — Restaurant in Flagstaff

OK: being from the eastern USA, traveling cross country, I have heard of the In-N-Out chain, but had never stopped for one until I walked into this one on the west side of Flagstaff AZ. My first-time-ever visit to an In-N-Out was at 8:20 pm on a Monday night. Repeat: 8:20 pm on a Monday NIGHT(!) and the parking lot was basically full, cars were lined up for the drive-thru, people were eating at the outdoor tables, booths inside were full, but some 2-seat tables and barstool window and insert table seats were still open. (WHEW! Glad this place was near my hotel and I walked!....). I ordered their #1 Double Double with cheese (& optional onions) combo (fries & drink). Whoa! The burger did not look huge, but that was misleading. It was very good and very filling. The beef patties alone have a flavor I have not noticed at any other fastfood burger joint, and the lightly toasted (& lightly buttered?) buns add to the overall flavor and pleasing MOUTHFUL sensation (you WILL need napkins handy). Fries were hot and nicely salted, and maintain their real-potato texture and flavor even as they cool (totally opposite from McDonald's rubbery cold cardboard fries). Staff & Atmosphere: Maybe it's only this location, but all staff seemed genuinely happy to be there, super eager to serve customers with a smile and an upbeat, helpful attitude. (I was like: "What kind of training and pep' rallies do these people go through?"). The visible, large kitchen layout and ample number of cook staff moving like clockwork was nothing like what I've seen at other fastfood chains (a positive plus). The food, service, and atmosphere were so impressive I returned the next day for dinner and the same order (just to check out consistency....😋). The on-duty manager went from overseeing the kitchen to the counter to walking the floor and greeting customers, including me. He cheerfully helped me find the self-serve ketchup, gave me additional napkins, and checked on me after I finished eating to see how I liked it (and I did.....again). Service here was like a regular restaurant, but instead of mechanically "checking on you" while you're eating, interrupting your meal and quiet space, they observe and wait and help when or if needed (like waiting-on wait staff should). Yes: I ordered a chocolate shake to-go. I left with my half-drunk meal drink in one hand and my chocolate shake in the other, with no napkins, BUT the manager caught me outside and handed me a few napkins with a smile and a cheerful, "Thanks for visiting and please come again!". (Where WAS I? Willy...

We have been coming to flagstaff location since it's opening. Probably thirty times. We watched our burgers get passed over for a dozen orders just waiting on fries. When our number was past over for 7 orders, I asked the girl who called order numbers and she did what she could. Which was acceptable on her part. When I mentioned that the order was cold/not hot the person at the register who appeared to be a Mgr pulled the order back and said in a condescending tone "we will make you another order" I then took the order and told her we are hungry not to worry about it. Yes I was bothered, but when I was expressing my frustration, I was met with an acknowledgement of rudeness/ and attitude and that is not what your restaurant is known for. I have talked with many Mgrs. Since you opened and they have all been very professional. One even had dinner at my restaurant. This issue was handled poorly. Customer service is important these days especially as you are a Christian establishment. Have a higher standard about customer service. We watched as the other Mgr. was informed and nobody seemed to care as if we wer not supposed to say anything about it. Your staff is always friendly and customer service top notch. Until now. We all have our moments. And of course we will be back. Management needs to set a...

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