EHL Insights | July 26, 2023
By Michael Gyger, Sébastien Fernandez How tips are distributed can quickly become a hot topic in restaurants and hotels. Employees care about justice and want to be rewarded according to their efforts. Is it fair that a server who is capable to deliver a better service than his or her colleagues (and gets more tips) has to put all the money earned in a pot that will be equally shared with other employees? Or, is it fair that a server keeps all the tips received when part of the excellent customer experience is also shaped by fellow colleagues (chefs, runners, bartenders)? None of these systems is totally fair, but they are used in many re...
Shep Hyken | April 6, 2023
By Shep Hyken The other day I was at the airport and ordered a chicken sandwich from one of the “to go” restaurants. When it came time to pay, they didn’t ask me for a tip. For a moment, I thought, “Did I go back in time?” This is just my opinion, but the concept of tipping is getting out of hand. I go to a fast-food restaurant and order a burger and fries. The person behind the counter takes my money and gives me my food. For most of my life – until the recent past – the customer wasn’t expected to tip. Today, there is an expectation, even if it is disguised as an option. I feel guilty if I don’t check one of the bo...
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