Customer Service and Tipping

I just read an article about customer service and was appalled by the comments that followed. Here is my take on customer service and hope you find it valuable.

If I have ever served you then you can attest to the level of service I have provided to the thousands of people I have served over the last 13 years. Everybody is treated to great service but those that conduct themselves with respect, patience, understanding, humility, and good manners are treated to exceptional five star service in return. I made top tips when serving and have made top commissions in business because I offer exemplary service that goes above and beyond no matter the compensation.

1) Don't assume that everybody should be treated equally. In a perfect world you would be but that is not the reality of the tough world we live in. You probably never will be treated equal and unless you move to a country with a caste system, where tipping is not customary, you will not be treated equally. Hmmm...You still wouldn't be treated equally. I guess life isn't fair so you do not have to like it, but you should accept it. If you can't beat them join them! Otherwise you will be very disappointed.

2) "T.I.P" - To Insure Prompt Service is a common but inaccurate definition of the term and "The Customer's Always Right" was an advertising slogan invented by Field's in the 1800's. Who holds the power? The customer or the server? The person in power is the one serving your food and drink if you want your experience to be pleasant. That doesn't mean a server is entitled to abuse his/her power but it does mean you should respect the power he/she wields

If you're a regular at an establishment and always find yourself served last, infrequently, or getting average service while the people around you are treated like rockstars, you are probably somebody that doesn't believe in tipping and behaves badly.

If you are not a regular then recognize the decision maker is accountable: for not ensuring necessary staffing levels, lack of proper training, ill preparation for unexpected variables, and lack of necessary resources available to the staff so they can do their job properly. If the decision maker hired a bad attitude for customer service they are still accountable for your dissatisfaction.

I like how in the article the writer suggests handing tips to the manager for the kitchen staff if the server gives you a bad experience. Few people do this and a great kitchen staff should not suffer for the shortcomings of the front of house (an example of going to the decision maker because it is their fault. Not the server's fault and certainly not the kitchen's fault). The decision maker will also take notice you have gone out of your way to show appreciation for the good and will definitely do something about the bad service. You will be remembered...The kitchen staff will likely be notified the next time you patronize the establishment (and put a little extra effort into your meal) and the manager will ensure you have a better experience.

*** Those that tip larger than average, or even a little consistently, will always receive exemplary service above and beyond the customary expected good service. Keep that in mind if you have a no tipping policy! You should still receive good service but you should not come before those that pay extra and should not expect any more than average-good service. Otherwise go to McDonalds for a free smile with your happy meal where tipping is not customary.

2b) I have handed tips over to servers that did the serving when the person supposed to be serving did not provide decent service and in some circumstances didn't provide service at all. These gestures are not only appreciated but you will be remembered in the future and such gratitude is often rewarded in the future, if not immediately.

3) If you can't afford at least 15% gratuity when you dine out then you cannot afford to dine out. Always factor in 15% of the total bill before ordering or deciding to dine out.

4) Drive thrus and counter service do not require tips. If you are prompted to tip on a pin pad at one of these service provider's establishments then don't feel bad to opt out. It is not necessary and should not be expected for self-serve or counter service.

Some of the establishments where you may find a pin pad or tip jar you should not feel obligated to tip at are Starbucks, Second Cup, and Swiss Chalet. Please post any others you know of that indirectly request tips inappropriately. If somebody goes above and beyond then the best thanks you can give is to pass on a good word to the manager or owner. I just personally take offense to counter service tipping and do not intend to slander these companies, or slight the good workers that make my Grande Double Vanilla Bean Lattes. If you are generous in your appreciation for the services of these establishments, then it is perfectly respectable to leave a tip. It is just not as socially acceptable for these establishments to have a tip option.

I always tip my favorite barista at Second Cup and the lovely people at Bistro One Twelve because I am a regular and have gotten to know them over the years. I always tip in cash.

5) Keep in mind the person serving you is likely making low wages in a high stress work environment. Sure your job may be stressful but dealing with the public is like no other occupation! Do not feel entitled because you had the resources and initiative to acquire an education so you could obtain a career or trade. The world needs service providers and these people were not put on the planet to serve the socially impaired. Servers do what they do because there is a need for valuable people to suck up their pride and serve you with a smile. No matter how terrible you treat them servers are expected to thank you for giving them the privilege of having people degrade their intelligence, character, and value as a human being.

In many areas there are laws that allow for restaurant owners to pay well below minimum wage and some will actually charge servers a fee and compensate only with 100% tips made (ie: no wage at all). 

5b) Customer service providers rarely experience any form of positive reinforcement of any kind on the job and must face degrading treatment from management and customers frequently. If your service provider is less than cheery try to understand it is nothing personal and think of how you would feel if you were in their position. You never know what a customer may have said before you or how a manager may have reprimanded them in a manner that would warrant immediate termination at any other job.

6) Managers and customer service providers are under trained and under educated today, and customers are less socially aware than ever. That is not the fault of the server, that is the fault of the ownership and your frustrations should be expressed accordingly. You are dealing with people on the frontline that are often uneducated and unskilled without many resources. They also do not always have the ability to make necessary changes where needed. This is a stepping stone or career to these people not because they are less valuable, and you never know if that kid flipping your burger is studying in a field that will qualify them to be your boss one day. I've had the joy of witnessing such a phenomenon happen to a miserable former colleague.

7) How you treat people in customer service can and will affect your professional career. If you're up for a promotion or business opportunity and treat your service provider badly it could cost you. You never know who that person knows or who else is paying attention, and your behavior could ruin your reputation without you even knowing it.

8) Know the decision maker. Don't yell at the waitress if you ordered your steak medium rare and wind up served a hockey puck with a mystery meat look to it. The waitress didn't prepare your meal the cook did. When in doubt speak to a manager. If its bad or a decision maker is not immediately available then take information or acquire information so you can get ahold of the decision maker at a later time. You may be offered a free meal or compensation at a later time. Keep your bill and write down as much detail as possible. Write your notes like you're taking a complaint to the boss; Be concise, unemotional, and professional.

9) Know how to make a complaint. Know what you want the outcome to be, be reasonable, be realistic, be flexible, and know how to get what you want. No matter how bad the situation is, you are never in the right to make demands or raise your voice. Most often when you do not receive satisfaction it is because you behaved badly or you didn't talk to the decision maker. Some circumstances may best be handled legally and how you behave can and will affect the outcome. If you were a perfect customer, complained the right way, made a reasonable request, and still did not receive satisfaction then do not patronize the establishment again. An establishment that consistently dissatisfies its customers will get what they deserve without the need for you to make a jerk of yourself.

9b) Know your role: The establishment or service provider does not depend on you to run their business. Bad behavior will not persuade even the most reasonable decision makers.

Do Not Expect FREE: You are not entitled to anything free! The mess up should be comped but not your whole bill. If your whole bill is comped then consider yourself lucky but do not let it go to your head, and do not expect it in the future everywhere you go. There are career Freeloaders that go out and make up reasons to complain in order to get free stuff and there are MANY of them out there. Complaints are mentally monitored and tracked by decision makers and service providers because the cost of freeloading gets passed onto good paying customers by rising prices and fewer comps to those that deserve them.

10) Owners and managers talk. Get a bad reputation for being a bad customer and expect to get blacklisted at other establishments. Don't always assume the competition will want your business either.

**Bonus)
In the old days when service was an experience only had by the wealthy and influential; The service/tip tradition was a customary ritual of proper expected conduct. In a time when manners, etiquette, tradition, and respect are all but forgotten, such social graces are refreshing to both customer service providers and patrons alike.

I was trained as a server by somebody I consider to be the absolute best in the business. She is a career server that taught me the disciplines of high customer service standards as both a patron and service provider. She expects to be treated with dignity and respect and never has an expectation of compensation above and beyond the sum of your bill and the privilege of giving you a good experience. She does it for the glory of giving her regulars and one time customers a memorable experience and not in an attempt to get at their pocketbooks. I would caution the Diamond Jims and jerks from sitting in her section though because she will give you a lesson in being a patron. Donna is not disrespectful and you may not even realize what she is doing, but you will walk away treating people better in the future.

Please share your questions, comments, thoughts and concerns.