Excuse Me, What’s this Fly Doing in My Soup…?

The service we receive in a restaurant can sometimes make or break the experience for us. Subsequently, the way we respond to that service (whether good or bad) sends a message of what our future expectations are. Tipping is really our most effective feedback mechanism for the service we’ve received.

My wife was a waitress. She was hard-working, fast, attentive and friendly to her customers (so she tells me).

While she’s a generous tipper, she sometimes thinks I tip too much. Normally, I tip an unwavering 20% (of the total, including tax). Even when I get bad service, I tend to tip the whole 20%. My wife argues that I should tip less when I get poor service.

I usually respond with something like:

• “Well, maybe the waiter is just having a bad day” or
• “You know, she’s probably a single mom and needs the money” or
• Maybe I just don’t want to be perceived as cheap.

My wife then explains to me that it’s not fair to the good waitresses if I tip the same, regardless of service. It’s my responsibility to tip less.

She’s right. If we tip the same for exceptional or terrible service, then we complicitly support the terrible service we’ve just received.

I know that the amount is supposed to vary based on the level of service (full service vs. a self-serve buffet) and the caliber of the restaurant (cloth napkins and table cloths gets more than no table cloth and paper napkins). Let’s assume it’s a restaurant where you’re getting full service and a 20% tip is in order.

Here’s the standard I’m thinking I should follow from now on (no rocket science here):

• Great service: 20% of total—including tax—or more (no one says you can’t tip more than 20% if the experience was really terrific)
• Adequate or average service: 15% of total
• Sub-standard service: 10% of total
• Really bad service: leave something, albeit small, so they know you weren’t simply stiffing them. Then consider having a short conversation with the manager or owner on your way out.

Let your tip communicate your satisfaction level with the experience you received and set the expectation for next time. If you don’t, you can’t really expect something different on your next visit.

How about you? Do you have effective feedback mechanisms in place for your customers/audience?  Do you know if what you are offering is effective or not?  How do you measure it?  It would be nice if people left us “tips” for our work, wouldn’t it (or would it be frightening)?

What do you think?  I’d love to hear your feedback mechanisms, or simply feel free to respond with your tipping standards.  Please share your thoughts.

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