I never quite understand why, in A&W, the burgers and hotdogs come in small boxes. When I am eating my Mozza Burger, pieces of lettuce spill over my hands and onto the table. In contrast, burgers in McDonald’s and Burger King are wrapped in paper. All I need to do is to partially unwrap the Big Mac or Whopper when I am eating them. It is a lot more convenient, and my hands don't get dirty as easily.
(I am referring to operations of the A&W in my country,
Needless to say, I use a lot more napkins in A&W than I would in McDonald’s and Burger King. In other words, A&W is not environmental friendly.
A&W is also less efficient than its competitors. When I walk into a restaurant and order a “Combo Meal”, usually what I would get at the counter are the fries and rootbeer. The A&W staff would tell me, “Please take a seat and we will deliver the burger to you shortly.” It could be up to 3 minutes before the burger is served. Occasionally, I even need to wait for the fries to be delivered to my table.
I believe, in A&W, food is made-to-stock, so why the long wait? A few years ago, when I worked in the
(Jack in the Box doesn’t have a franchisee in
Customers could be unhappy for having to wait a few minutes, but there is more to that. Food that is not ready for collection at the counter will have to be delivered by the staff, so dining in A&W is not exactly self-service. Every A&W outlet may need to hire a few extra employees just to do the delivery job. This increases operating cost.
Long waiting time in A&W also points to another possible problem: the kitchen staff can’t prepare food fast enough to serve the customers. This, in turn, has an impact on the sale volume.
A&W opened its first restaurant in
Mozza Burger tastes as good as Big Mac, if not better. Why is A&W not as successful as its competitors?