First of all, I need to make a clarifying statement. I don’t believe that tipping is the best business model for the restaurant industry. I’ll save my arguments regarding this for a later post. However, I want to state that this practice is not really a great solution to a basic economic problem of the restaurant industry and creates far more issues for everyone involved than it solves. More importantly, it is based in Jim Crow law and so there are fundamental ethical flaws built into the system. Having said that, it is the system that we operate under right now. So, as a consumer or an industry person for that matter, how do you utilize the system to your benefit?
Well, this is a situation where two opposing controversial statements are individually true. Here's the second:
Do not tip 20% every time you go to a restaurant.
Did I just say that? I’m an industry person...Wouldn’t I advocate always tipping 20%? Well, generally I leave at least 20% when I go out, I admit. I do it because understand the every day struggle that service staff go through. I also understand that it isn’t just the Server or Bartender right in front of you who depends on those tips. Even I have my limits though.
Regular diners aren't expected to know all the underlying issues. Heck! Most industry people don't have time to even think about the issues. As a diner, you are strictly supposed to be tipping on the experience you receive. One reason is that a good restaurant looks at tip percentages received by each Server & Bartender as one of the indicators of performance. As the consumer, you are rating your Server through that tip providing them feedback and providing the restaurant feedback as well. It shows when a Server/Bartender is struggling. It is also boosts up those who are actually doing a fantastic job. However, when a guest leaves a sub-par tip for their experience because they came into the restaurant with a chip on their shoulder or personal financial concerns driving their tipping decisions, it is totally disheartening to that professional in front of you. It is deeply frustrating to 100% know that you provided excellent service, and then get a sub-par tip. On the opposite side when guests provide larger tips than the Server/Bartender deserved, they are less likely to be open to guidance on their performance because they are getting good tip percentages.
How can you tell when you are getting 18% service verses 20% verses 22%+ service?
AND what do you do when you receive sub-par service?
I use the Mmmr, Good, Great & Amazing labels for service.
Mmmr Service (Sub-Par)
This service leaves you out in the cold as a guest and honestly disappointed. It's an indication that the restaurant simply doesn’t care enough to ensure that guests are taken care of. After all, it’s not just the Server/Bartender who is responsible for this. There is a whole team of people who are there to ensure you have a great experience. Here are the markers:
It takes more than 5 minutes for any member of the staff to come over to greet you.
Your Server/Bartender is distracted and not listening to you.
It takes forever to get your drinks, and the Server has not checked in to explain the delay.
Even worse, your food comes out before your drinks.
You don’t have utensils when the food arrives.
You Server/Bartender doesn’t check in a couple minutes after your food arrives to check in.
Your Server doesn’t check back in at all, or comes back too frequently.
You ask a question the Server doesn’t know the answer to, and they don’t attempt to find out the answer.
Some of these things are a bit more problematic than others. A couple of these problems throughout your time in a restaurant probably means that the server is either still learning the ropes or is just having an off night.
Up to 2 of these issues = an 18% tip.
More than 2 of these issues = less than 18%
The Majority/All these things happen = ask for a manager.
Intervention needs to take place ASAP for your sake, and for the sake of the restaurant. The worst thing to do is leave unhappy and then write a bad review. That helps no one in the scenario. If you give the restaurant the opportunity to make it right, any decent place will do so. If they don’t, leave and then write the review for sure. How do you know who a manager is? They are either in a full Suit or Business Casual attire. If someone speaking to you is not in a server uniform, they are a manager.
Bad experiences happen. Even I've had experiences so bad that I spoke to a manager about it. One even included a roach falling from the awning over our table onto my lap. Uck! These things happen, so do something about it!
Good Service (18-19% Tip)
Good service provides the baseline that you should expect from a restaurant at every level. It means that even if the serving staff aren’t inspired, at the least they are trained well and are on the ball.
You are greeted within 5 minutes with at least water in your glass by a staff member.
Your Server/Bartender listens to your order. If they aren’t writing it down on a pad, they are repeating it back to you appropriately.
Your drinks come out in a decent amount of time. Usually in about 5 minutes, but that depends on the size of your table. If you have a large group, it’s going to take longer.
You receive your utensils before your food arrives.
Your server checks in a couple minutes after each round of items arrives at the table to make sure it is all to your liking.
Your Server does at least a couple of “drive bys” of your table looking to ensure that everything seems to be in place.
You ask the Server a question and if they don’t have the immediate answer, they go and try to find an answer for you.
Your table is generally kept clean and tidy.
You have what you need when you need it. You don’t have to strain too much to get anything. If one or two of these things are missing, it's fine, just ask for them. As long as the needs you express are met within a reasonable timeline, then it's still good service.
Great Service (20-21% Tip)
We are getting warmer here. A little closer to being 100% on fire (in a good way). Your Server or Bartender goes out of their way to provide above standard service so that you can relax into your meal and your friends. They take care of you.
Here are indications that you are getting great service:
You are greeted within 2 minutes of being sat, including having water in your glasses.
Your Server/Bartender introduces themselves and ensures that they understand if there are any dietary restrictions at the table right up front.
You are provided good information about the menu and the Server/Bartender generally can answer any questions you may have.
The Server provides guidance on specific items to ensure that you are going to enjoy that Side Car over the Old Fashioned.
The Drinks are out to you in a shorter time than you expect.
Your food order is taken quickly, with clarifying questions to ensure it is prepared the way you would like it to be. It is repeated back with confidence.
Silverware is provided to you along with any plates you may need. Bread is set down if provided.
The Server comes by after everyone has taken a sip or bite of each round of items to ensure they are to your liking. Meaning they are paying attention to your table.
The Server passes by the table several times to ensure that you have everything you need. They look at your faces to see if anyone catches their eye indicating they may need something. They do not interrupt the flow of conversation unless they absolutely have to.
They keep you informed of any delays during your meal. (Appetizers can take up to 15 minutes & Entrees 20.)
They are extremely well informed and unless it’s a really obscure question, they will know the answer to it.
Your table is kept clean and organized
You are offered a new beverage when your glass is ¼ full.
You don’t have to think about things, they are provided. When questions are asked, the server is general well informed. They know how to handle special requests with positivity and grace. You feel cared for.
Most of these points hit = 20% Tip
All these points hit with ease and grace = 22% Tip
If you want to become a regular, give em more!
Amazing Service (22%+ Tip)
This service gives you all the warmth of a fireside chat. You do not have to think of a thing before it is provided. You are able to totally relax and feel confident that you are being taken care of at the highest level. Servers are not only considerate, but they also infuse humor or total grace into the service they provide. They in short, embody the atmosphere the restaurant aims to provide.
You are greeted as soon as you are comfortably sat at the table with water.
Your Server/Bartender introduces themselves to you and asks for any dietary restrictions or preferences ahead of time.
When taking the order, they highlight the items on the menu that fulfill the specifications stated at the start and point out any other items that can be modified to fulfill the preferences.
Servers and Bartenders ask clarifying questions such as liquor preferences.
For wine drinkers, they immediately offer to send over the Sommelier or wine specialist in the restaurant so that you can be sure of receiving exactly what you would like.
The Server/Bartender does not have to write down the order to understand it and provide it to you accurately.
Drinks are prompt in arriving at the table. It may take a little longer for complicated cocktails.
Bread is provided as soon as beverage service is done. Crumbs are removed before plated food is provided.
All needed utensils are provided ahead of the food and needed plates are placed carefully for your use.
When items are placed in front of you, ladies are served first, with the eldest member of the table receiving their food ahead of the rest.
Plates are placed on the table with proteins closest to the guest.
The Server/Bartender only approaches when all the guests have taken a bite of the food or a sip from their drink.
Servers are in constant watch of their guests to stay on the lookout for needs.
Managers do a frequent pass by of the tables to ensure proper oversight of the floor is occurring. They come by and touch any table that looks amenable to saying hello.
Managers may also be a part of the team dropping the food at your table so that you know that the whole team is there for your comfort. Plus, it gives them a better view of how individual Servers/Bartenders are doing.
When there is a wiff of trouble, a Manager is at your table and at times may take over service depending on the situation. If there is an issue with a plate, A Manager comes out with the new plate to ensure that any issues can be addressed right away.
All questions are answered in a thorough and timely fashion. If kinks pop up, the Server/Bartender is creative in problem solving and can generally overcome anything thrown at them to ensure you have a great meal.
The Server/Bartender throws in an unexpected & thoughtful surprise during your meal. They have thought your needs through.
In short, you have a great time. It all comes off as seamless and you are able to relax and enjoy the meal totally. You find yourself really appreciating the server and how they took care of you throughout the meal. You feel special.
This service is fire! 22% Tip
Want to show you appreciate the sizzle? Tip more!
It takes time and training and attention to detail for the top levels of service. Only truly passionate professionals are motivated to reach these levels. When you start talking with them, you will realize they often know far more than most people appreciate when they step into a restaurant. These people balance their know how with your needs and it is a truly cool experience to have.
Tipping well is a great way to show appreciation. Equal to the money though, is working with guests who are kind and who show respect and appreciation in the interactions that take place. A simple, genuine interaction will help boost up the professionals helping you during your meal. Hey! It may add to your experience as well. So, relax, look into their faces, and provide solid acknowledgement. They will so appreciate it.
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