- Big Tip Tip: Do your job correctly and be honest when you don’t know.
O.K. Not all of these gems are rocket science so let’s start with the basics. Honesty and integrity are pillars of the service industry and often forgotten. When you don’t know how to make something or if you indeed have it “in the back” be honest! Some of our favorite customer service stories are from when things went wrong, but the staff member was honest in their limitations. “Sometimes, customers just want to know you tried; even if you can’t make all their dreams come true.
- Get Stiffed For: Being Rude
We’ve all had bad days but bringing that bad day to work can make your bad day even worse by coming up short on tips at the end of the night. Even when you do everything right but with a sour attitude, it can really hurt your perception and your tip! Leave your personal problems at the door and remind your clients that you live to serve them, rain or shine.
If you’re having a particularly bad day, it might be a good idea to trade shifts with someone or call off altogether. You don’t want to risk losing a valuable customer or getting negative reviews because your personal life is taking a toll on your mood. Your boss will likely understand and would much prefer if you take the day to sort out what’s happening at home and return to work with a level head and clear focus.
- Big Tip Tip: Looking Good!
As much as we don’t want to be judged on how we look and try not to judge others, our unconscious biases can easily take over. According to a recent Forbes article, beauty pays. It follows that if the person tipping you is the one who decides your take home, ironing that shirt and putting a comb through that hair might mean a few extra bucks. Putting natural beauty aside, customers who perceive that you put some extra effort into looking presentable shows that you just might put extra effort into their request.
- Get Stiffed Because: Making Mistakes
Some are more costly than others. When it comes to customer service, especially in the food industry, mistakes are often scrutinized and penalized… heavy! The waiter who forgot to tell the kitchen “peanut allergy” or the masseuse who doesn’t go easy on your sprained ankle.
We’re all human so mistakes will happen. We recommend that when they do, own it! Apologize quickly, take responsibility and make it right. The customer will thank you (and tip you better as well).
- Big Tip Tip: Going Above and Beyond
This tip shouldn’t surprise anyone. Adding a little extra effort can go a long way in terms of taking home some heavy tips at the end of the night. Try suggesting things off the menu or being extra careful with a hot drink. Imagine the best service you’ve ever received and try to top that!
- Get Stiffed Because: Slow Service
It seems that everyone is in a rush these days but even at a fancy restaurant, diners appreciate a little pep in your step when it comes to service. How quickly you bring that extra sauce or dessert menu can really make a difference and when you’re slow, it feels like you’ve been forgotten about. Saleena Marx says that when she can see her Server actively doing other things instead of fulfilling her request “it really feels like you aren’t important enough for their time. If I’m not important to you than why would I make you important to me?”
- Big Tip Tip: Remembering My Order
“Sometimes you wanna go… where everybody knows your NAAAAAAAMMMMEEEEEE!!!” Making every customer feel like a regular is how Lexy Bing, a barista at a local coffee shop in Chicago, manages to get more tips than her actual salary. “I will look you in the eye and try my best to remember your order and face when I hand it to you. Then when I see you again, I’ll spit it back to you, whether it’s been a week or month or sometimes a year.” It also speeds up service when you can pre-start your regulars’ order as soon as you see them.
“I had a guy who always ordered an extra-large hazelnut with almond milk. I would yell it to my helper as soon as I saw him turning the corner and opening the door.” says Lexy. “By the time I greeted him and asked how he was doing, his order was piping hot and on the counter while he was still ordering it. The smile on his face was priceless.”
- Get Stiffed Because: The food or service is already overpriced.
A response from Ming Sue from Cincinnati told the story of a family going to steak house and paying $25 per plate for Lo Mein that didn’t taste any better than Panda Express: “My dad already felt like he was getting ripped off, so adding any more to the bill just felt wrong.” She said they still tipped but definitely below their normal 20-25%.
- Big Tip Tip: Being Genuine
“...And they’re always glad you CAAAAAAAMMMMEEEEEEE” (sorry we couldn’t help ourselves). It’s hard to face genuinely loving your job. When the guest knows that you absolutely love your job and love helping people, it shows! Tell them about your favorite flavor or a trend you can’t wait to jump on. Bonus points if it’s off the menu (people love that!)
- Get Stiffed Because: They don’t know they’re supposed to tip!
The most surprising reason might be the most obvious. Some customers don’t know if they’re supposed to tip, so they don’t. A recent response from a chipotle crew member, Linda Johnson, highlighted this fact: “When it comes to ‘Do I or don’t I?’ many people just opt not to, which isn’t fair to us.”
To fix this problem, try putting a cool, eye catching tip jar at the register or where customers pick up their orders. We recommend nothing too gaudy and don’t make it seem like you’re being.