Devoted to customer service and the principles of exceptional customer services

Please, what do I think of tipping?

Well as a server in a busy night club, where I have been making minimum wage for the last EIGHT years, (as so many do) and having to "tip out" to the bartenders a portion of my "expected tips" (as so many do)I have a strong opinion on the subject.

Would I continue to work there for minimum wage if it weren't for the tips? Hell NO! Would I put up with the abuse of the (I'm sure you can imagine) drunk people, disgusting men, poking, puking, tickling, farting, and just plain abusive women, for minimum wage. Hell no.

If no one tipped, then bar owners would have to increase their pay for this hard job, thus increasing your drink prices, which many already believe are rediculously high on happy hour at 3 bucks a pop.

And if you come into my club, you better believe it is a service you are paying for and if you want last call for happy hour you better be tipping, because I am not paying to keep you fat, so I can fight the crowd, while you sit comfortably on your fat ass on a stool.

It's the shift in the balance of power that I find most bewildering. The receiver is now without question calling the shots primarily using the weapon of guilt. There appears to be little shame as a receiver in making it quite obvious that you're dis-satisfied with the level of the tip, yet there is shame on with-holding a tip for shoddy service?

How on god's earth did that happen? When did it happen? Who engineered it and why didn't we notice it was happening?

I visited Dennys last time I was in the states and, because it was almost empty, asked for a table next to the window. It was made quite plain to me that this was a major inconvenience as tables were allocated in rotation so that all servers take their even turn. It was Eric's turn and Eric didn't do the table I wanted. So I had to suffer barely concealed glares of hatred from Eric throughout my "wonderful meal" as I had the gall to insist on sitting where the hell I liked. Please someone else tell me that there was nothing wrong with that?

Thanks for your comments! I think it's insane that servers and bartenders get paid minimum wage when they work so hard. As much as the owners of establishments make, I'm sure they could easily afford to pay employees a little bit more - tip or no tip. Any restaurant owners out there who disagree with me?

Shaun - you've brought up a great point - When did this power turn over to the receiver? By the way, Denny's isn't really known for great service - just an FYI. Certainly that doesn't excuse them for the way they treated you, however.

I tip for good service because I know that these people are being paid minimum wage (or less). I don't mind to d it, and I'm happy to give a good tip for good service. I don't accept guilt or feel bad when I don't leave a tip for poor service either. However, it usually means I won't return to that establishment.

It's unfortunate that most American businesses just don't get it when it comes to quality service or products. Since WW2 we've been able to survive because the US economy was the strongest, not necessarily because our products / services were the best. There was a time when made in USA meant quality. I'm not sure there's ever been a time when it meant quality customer service though (perhaps the Sam Walton era of Wal-Mart?).

In our new global economy, I believe the businesses that "get it" when it comes to quality will be the dominant ones, replacing and buying out the others who don't "get it." For the first time ever Toyota is above Ford in ranking... it may not be long before they are above GM too. They get it when it comes to quality... and I don't believe they expect a tip!

Bottom line: owners, managers - pay your front line employees well!!! Expect them to have great customer service skills! Give them the tools they need to do that job well. Eliminate the expectation of tips; create the expectation of great service - at no extra cost (make it a value add). Then customers will LOVE your service, employees will LOVE their jobs... money will come rolling in for all!

Hi Richard,

Thanks for sharing your thoughts. I, too, often wonder how service would change if there were no tips and companies paid people what they were worth.

It is unfortunate that many companies still don't "get it", but the more we blog about customer service and spread the word, eventually people will start to take notice!