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TIPS APPRECIATED
This booklet is like shareware. Although the booklet is copyrighted,
you may read, download, copy, and give it to others free of charge.
The only restrictions are that you may not sell it or say that its your
work. Those of you who find the booklet helpful in increasing your tips
should send a corresponding monetary tip to me for the service I am
providing you. Just as your customers decide whether or not and how
much to tip you, you decide whether or not and how much to tip me.
The suggested tip is $5, but even $1 will be appreciated. Send tips to:
Mike Lynn, 420 Hanshaw Rd., Ithaca, NY, 14850.
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Mega Tips
Scientifically Tested Techniques to Increase Your Tips
If you are among the nearly two million people who work as waiters or waitresses
in the United States, you depend on voluntary gifts of money (or tips) from your
customers for the vast majority of your income, but have probably never received
instruction in ways to increase the tips your customers leave. This booklet is written for
you. It provides instruction in the psychology of tipping as well as specific techniques
that can be used to earn larger tips.
A few other people have written books on how to earn larger tips. For example,
Patti Farnham sells a book titled Gratuity Ingenuity: The Secret Art of Bigger Tips, which
can be found at <
http://www.gratuityingenuity.com/>, for $20.00. I have read Patti's
book and it is very good ? servers will find it a fun read with lots of worthwhile ideas
about how to earn larger tips. However, Patti's book is based on her personal
experiences. In essence, she tells readers -- I made really great tips as a waitress and
here is what I did. The problem with this approach is that readers have no way of
knowing which of the specific strategies and tactics she describes were actually
responsible for her success. In addition, Patti comes across in her book as a charismatic
individual with a fun personality, which makes you wonder how much of the success of
her techniques depends on her personality and how well the techniques would work for
less extraverted servers.
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Patti describes her approach to bigger tips as an "art." While I believe that there
is merit to her approach, I also believe that servers would benefit from a more systematic
and scientific approach to earning larger tips. That scientific approach is what I will
present in this booklet. Social scientists in such diverse fields as communications,
hospitality management, psychology and sociology have conducted experiments and
quasi-experiments on ways to increase tips. Those scientifically tested techniques that
proved to be effective are described below along with the theorized explanations for their
effectiveness and the evidence supporting that effectiveness.
The techniques described below were mostly tested in low to mid-priced, causal
dining restaurants. Thus, these techniques should work in such informal operations as
Applebee's, Bennigan's, Bob Evans, Bucca di Beppo, Chi-Chi's, Chili's Grill & Bar,
Cracker Barrel, Denny's, Friendly's, Hard Rock Cafe, International House of Pancakes,
Joe's Crab Shack, Lone Star Steakhouse & Saloon, Max & Erma's, Olive Garden, On
the Border, Outback Steakhouse, Pizza Hut, Pizzeria Uno, Red Lobster, Ruby
Tuesdays, Shoney's, and TGI Friday's. On the other hand, these techniques may not
work in more formal, upscale restaurants such as Chart House, Morton's of Chicago, or
Ruth Chris Steak House. In fact, most of the techniques would be inappropriate in the
more formal atmosphere of fine dining restaurants.
All of the techniques in this booklet are simple, easy to copy behaviors. You do
not have to change your personality or engage in some elaborate and difficult routine to
make these techniques work. So read on! You will be surprised how easy the road to
bigger tips really is.
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NOTE TO SKEPTICS
Even though the techniques presented in this booklet
have been scientifically tested and the evidence supporting
their effectiveness is described along with the technique, some
readers will have doubts. The simplicity of the techniques can
be misleading. It just doesn't make sense to some people that
simple little behaviors can have such a big effect on the
amount of money that other people give away. For those
readers un-persuaded by the scientific evidence, I provide the following testimonial sent
to me by Joshua Ogle ? a restaurant worker who found one of my earlier articles on
ways to increase tips and shared that article with his co-workers.
"Here's how it all happened: I was browsing around the Cornell website,
Hotel School section, and came across your article. I read it,
acknowledged it as a nice piece, and continued reading through the site.
When I went to work (I work at a restaurant, by the way, called Texas
Roadhouse), I started to notice, after reading your paper, that people kept
on and kept on complaining about not making lots of tips. I remembered
some of the tips that you had in the paper, and I looked around to see if I
saw people doing what you said worked: writing messages on the back
of checks, using check-holders with credit card symbols on them, etc. I
told a few people about the ideas, and two said that they would try some
stuff out, because they were tired of making no tips. The other couple
said that they were fine how they were and that the information in the
article was "bull crap."
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So, Bailey and John (their names, naturally) proceeded to follow
your teachings, and at the end of the night, both came out between 8 and
10 percent higher in tips. I'd say that's very impressive, and they thought
the same, but the others who did not believe me said it must just be a
coincidence. Bailey and John, again the following night, brought in more
tips than they had been before. Then the others started talking to each
other, and giving hints to each other, and telling about how I'd told them
about it, etc. So, I went to the site, printed it off, and hung it up on our
nightly news board, for everyone to see. Of course, I gave complete
credit to you (I printed it with full "Cornell" symbols at the top, as well as
your name on it and whatnot), and people have thanked me about once a
week since then, about three months ago. Overall, everyone was happy
and definitely saw an increase, thanks to you."
Skepticism is good ? it keeps you from falling prey to empty promises. However,
too much skepticism can also make you miss out on worthwhile opportunities. That
almost happened to some of Joshua's co-workers. Those skeptics who decided without
evidence that my article was "bull crap" and refused to try the techniques would have
continued making lousy tips if some of their less skeptical co-workers had not been
willing to give the techniques a try and then shared their experiences. Don't let the fate
that almost befell those skeptics happen to you. Keep your skepticism intact, but read
about these techniques with an open mind and, above all, give them a try! The
techniques are easy to implement, you got this booklet free of charge, and I ask you to
send me a monetary tip only if you find that the techniques increase your tips, so what
have you got to lose?
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WEAR SOMETHING UNUSUAL
Although you must usually wear a server's uniform at
work, add a distinctive element of clothing, jewelry or other
adornment to your uniforms so that you stand out. This will
help customers perceive you as an individual person rather
than a faceless member of the staff. Along that line, I still
remember one waitress at a NYC restaurant who waited on me several years ago. She
wore a goofy hat that no one else in the restaurant was wearing. Wearing that hat made
the waitress seem more interesting and personable and it increased the tip she got from
me.
More formally, similar effects of adornment on tipping were observed in a study
by Jeri-Jayne Stillman and Wayne Hensley. For this study, six waitresses at an upscale
restaurant agreed to record information about their dining parties for four nights and to
wear a flower in their hair for two of those nights. Which two of the four nights the flower
was worn was determined randomly for each server. Each night, those waitresses in the
flower condition were "provided a selection of flowers from which one was chosen for the
evening." The results indicated that the waitress' tips increased from about $1.50 percustomer
in the control condition to about $1.75 per-customer in the flower condition.
They earned 17 percent more simply by wearing flowers in their hair.
The results of this study suggest that (if possible) you should wear something
unique or unusual when you work. Whether it is a flower in your hair, a loud tie around
your neck, or a funny button on your shirt, wearing something that stands out as unique
or unusual will personalize you to your customers and will result in larger tips. However,
take care not to wear things with political, religious, or otherwise controversial messages
and meanings so as not to offend those customers with different points of view.
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INTRODUCE YOURSELF BY NAME
Introduce yourself by name when greeting their
customers. If done properly, these introductions make
you seem friendly and polite and make the customer
feel more empathy for you. Both of these effects
should increase tips.
Kimberly Garrity and Douglas Degelman
tested this expectation in an experiment conducted at
a Charlie Brown's restaurant in southern California.
Two-person parties coming to the restaurant for Sunday brunch were included in the
study and were randomly assigned to one of two conditions. In the name condition, a
waitress approached her tables, smiled, and said "Good morning. My name is Kim, and I
will be serving you this morning. Have you ever been to Charlie Brown's for brunch
before?." In the no-name condition, the same approach, smile and greeting were used
except that the waitress omitted her name. This manipulation had a large and
statistically significant effect on tips. The waitress received an average tip of $3.49 (15%)
when she did not give her name and received an average tip of $5.44 (23%) when she
did give her name. This waitress earned almost $2.00 more from each table when she
introduced herself by name!
The results of this study suggest that you should introduce yourself by name to
your tables. Of course, these self-introductions need to be made with a genuine and
professional attitude. Surly or insincere introductions are likely to backfire. The words
"Hi, I'm ___ and I will be serving you this evening" can be irritating if said in an uncaring
or automatic way. However, if you introduce yourself in a sincere and professional way,
customers should leave you larger tips.
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SQUAT NEXT TO THE TABLE
Most servers stand throughout the
service encounter. Instead, you should
experiment with squatting down next to the table
when interacting with your customers. Squatting
down next to a table does at least three positive
things: (1) it increases the congruence between
your and your customers' postures, (2) brings
your eye level down to the customers' eye levels (which facilitates eye contact), and (3)
bringsyour face closer to the customers' faces. Research on non-verbal communication
has found that these three factors -- postural congruence, more eye contact, and
greater proximity -- are associated with greater rapport and liking. Consumers report that
they tip friendly servers more than they do less friendly servers, so squatting down next
to the table should increase tips.
Kirby Mynier and I tested this expectation at two restaurants in Houston, Texas.
A Caucasian waiter at a Mexican restaurant, and an Asian waitress at a Chinese
restaurant, flipped coins to randomly determine whether they would squat down or stand
during their initial visits to tables. Otherwise, the servers tried to treat all their tables
identically. As expected, squatting down significantly increased the tips of both servers.
The waiter received an average tip of $5.18 (15%) when he remained standing
throughout the service encounter and received an average tip of $6.40 (18%) when he
squatted down during his first visit to the table. The corresponding numbers for the
waitress were $2.56 (12%) and $3.28 (15%).
Overall, the servers received approximately $1.00 more from each table that they
squatted next to. This is a substantial payoff for a simple, low cost behavior. Squatting
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down next to a table is too informal to do in fine dining restaurants, but if you work at a
casual dining establishment, you should squat down next to your tables or even pull out
a chair to sit at the table when taking orders. Of course, you need to exercise some
judgment about whether or not a given table will welcome such informality. However,
the research described above suggests that these actions are generally welcome and
will result in higher incomes for those servers willing to engage in them.
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REPEAT CUSTOMERS' ORDERS
Being mimicked or copied can be irritating
when it is obvious and prolonged. That is why mimicry
is so popular among children as a means of
tormenting their siblings. However, researchers have
found that briefly and subtly imitating or mimicking
others increases those others' liking for, and
interpersonal closeness to, the imitator. This suggests
that you may be able to increase your tips by subtly mimicking your customers' verbal
behavior.
Rick van Baaren and his colleagues tested this possibility at a restaurant in the
Netherlands. Two waitresses randomly assigned their customers to either a mimicry or a
non-mimicry condition. In the mimicry condition, the waitresses literally repeated
customers' orders when taking those orders. In the non-mimicry condition, the
waitresses did not repeat the orders but did indicate that they got the order by saying
things like "okay!" or "coming up!" Mimicry increased the number of customers who left
a tip from 52 percent in the non-mimicry condition to 78 percent in the mimicry condition.
It also doubled the average tip of those leaving tips from 1.36 Dutch guilders in the nonmimicry
condition to 2.73 Dutch guilders in the mimicry condition!
Tipping practices are much different in the United States than in the Netherlands,
so mimicry may not produce quite as dramatic an effect in this country as it did in the
above study. However, human nature is basically the same everywhere, so that study
does suggest you can increase your tips to some degree by repeating your customers'
orders. Given the low cost of this behavior, it is certainly a tactic worth trying.
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SMILE AT CUSTOMERS
Smiling is a well known tactic of ingratiation and
social influence. It is a rare person who hasn't heard the
phrase "Smile and the whole world smiles with you".
Research has confirmed the cultural wisdom on smiling and
has found that smiling people are perceived as more
attractive, sincere, sociable and competent than are
unsmiling people. These interpersonal effects of smiling
suggest that you may be able to increase your tip earnings by smiling at your customers.
Kathi Tidd and Joan Lockard tested this possibility at a cocktail lounge in Seattle,
Washington. Customers sitting alone in the lounge were used as subjects. The waitress
who waited on these customers randomly assigned half of them to receive a large,
opened-mouth smile and the other half to receive a small, closed-mouth smile. Those
customers receiving a small smile left an average tip of 20 cents, while those customers
receiving a large smile left an average tip of 48 cents. This represents an increase of
140 percent!
The average bill and tip sizes in restaurants are typically much larger than in
cocktail lounges, so smiling probably will not have quite as dramatic an effect on the tips
of restaurant servers as it did on the tips of the cocktail waitress in this study. However,
these results do indicate that smiling increases tips. You should try giving customers big,
open-mouthed smiles and see how much your tips improve.
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SELL, SELL, SELL!!!
In most areas of the United States, it is customary to
tip waiters and waitresses 15 to 20 percent of the bill.
National surveys indicate that about 75 percent of
restaurant patrons do base their tips on a percentage of the
bill. Thus, dollar-and-cent tip amounts increase with bill size.
In fact, a recent review of research on tipping found that bill
size was twice a powerful as everything else combined in
determining the size of tips left by different dining parties!
This means that the best way for you to increase your tips is to increase your
sales.
During a slow shift, sales can be increased through suggestive selling. Thus, you
should recommend appetizers, liquor, wine, expensive entrée selections, and desserts
during slow shifts. Although some of you may already see the link between suggestive
selling and bill sizes, others will question their ability to substantially alter their
customers' orders and expenditures.
A server's ability to upsell was addressed in an experiment by Suellen Butler and
William Snizek. They had a waitress at an upscale, "fancy" dining restaurant in the
northeastern United States try suggestive selling on alternate weeks of a six week
period. In the suggestive selling condition, the waitress did the following things as
described by the researchers.
"Upon initial contact with the group the waitress suggested, 'Would
anyone care for a drink?' After consumption of the first cocktail, groups
subject to manipulative treatment were asked to consider a second
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cocktail. These initial steps were followed by the waitress-researcher
prompting the group for the dinner order asking first who would care for
an appetizer. During the process of ordering dinner, the waitress
recommended to the undecided certain items. At this point the most
expensive items were always promoted. The waitress checked back twice
during the consumption of the main course ... at which time the waitress
promotes further consumption of liquor. Finally, upon completion of the
main course the waitress suggested dessert or after dinner drinks."
Following these procedures increased the average tab by 23 percent. That translates
into a similar increase in tips! Thus, you can earn more money during a slow shift by
practicing suggestive selling.
During a busy shift, however, suggestive selling may be counter-productive
because add-on sales may increase the customer's meal duration and slow down table
turnover. Your total tips at the end of the shift depend on your total sales. Since entrées
are more expensive than appetizers and desserts, you should avoid suggestive selling of
appetizers and desserts in favor of turning tables quickly as long as new customers are
waiting to be seated. When turning tables is not possible, then sell more appetizers and
desserts.
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TOUCH CUSTOMERS
Touching is a powerful form of
interpersonal behavior that can communicate
affection, appreciation, aggression, dominance,
social support, or other meanings depending on
the context in which it occurs. In commercial
settings, casually touching customers has been
shown to increase the time they spend shopping in
a store, the amounts that they purchase, and the favorability of their store evaluations.
These positive effects suggest that being touched may also increase the tips that
customers leave their servers.
April Crusco and Christopher Wetzel tested this possibility at two restaurants in
Oxford, Mississippi. Three waitresses at two restaurants randomly assigned their
customers to one of three touch conditions. Customers either were not touched, were
casually touched on the shoulder once for about one and a half seconds, or were
casually touched on the palm of the hand twice for about half a second each time. All
touches occurred as the waitresses returned change to their customers at the end of the
meal. Eye contact was avoided during this process.
The effects of the touch manipulation were significant. Customers left an
average tip of 12% when they were not touched as compared to 14% when they were
touched once on the shoulder and 17% when they were touched twice on the palm of
the hand. Subsequent research conducted by various other researchers has
demonstrated that: (1) casually touching customers increases the tips of both male and
female servers, (2) touching increases tips more when waitresses touch the female
members of mixed-sex dining parties than when they touch the male members of those
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dining parties, and (3) touching increases the tips of young customers more than those
of older customers.
The results of these studies suggest that you should reach out and briefly touch
your customers. Many servers will feel uncomfortable with this recommendation --
fearing that customers might object to being touched. However, the research suggests
that touching customers can be done without upsetting them. In order to touch
customers in the safest manner possible, do the following. First, touch the customer
when placing the check on the table ? this provides an excuse for the touch and draws
the customers' attention away from the touch. Research has shown that touches can
affect behavior even they are not noticed by the person being touched. Second, touch
the customer on the shoulder rather than on other parts of the body. The shoulder is a
less private zone than many other parts of the body. Also, the shoulder is easily
accessible when the customer is seated at the table, so it can be touched quickly and
naturally. Finally, touch the customer for only a second or two. Brief touches are less
intrusive than longer touches and research has found that they work as well as longer
touches in increasing tips. However, don't worry that you might accidentally go over the
two second limit, because researchers have found that even four second touches are
well received and increase tips. So, relax and touch your customers briefly on the
shoulder when delivering the check. Doing so will not upset them. On the contrary, it will
make them think you are friendlier and that the service is better. It will also earn you
larger tips.
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ENTERTAIN CUSTOMERS
People go to restaurants for entertainment as
well as for food. That is why restaurants have a long
history of hiring musicians and/or singers to perform in
their dining rooms. It is also why recent years have seen
the creation and spread of a whole new class of
"eatertainment" and theme restaurants, such as Chuck
E. Cheese, Hard Rock Cafe, Planet Hollywood, and
Rainforest Cafe. Whether you work in one of these
theme restaurants or not, your customers have come to
be entertained and that desire gives you an opportunity to earn larger tips. I'm not
necessarily talking about singing or dancing, but research indicates that servers who
recognize and satisfy their customers' needs for entertainment are tipped more than
those who do not.
In one study conducted in France by Nicolas Gueguen, waiters and waitresses at
a bar gave half their customers a card with the following (admittedly weak) joke written
on it:
"An Eskimo had been waiting for his girlfriend in front of a movie theatre
for a long time and it was getting colder and colder. After a while,
shivering with cold and rather infuriated, he opened his coat and drew out
a thermometer. He then said loudly, 'If she is not here at 15, I'm going!'."
Forty-two percent of those customers receiving the joke card left a tip as compared to
only 25 percent of those not getting the joke card. Moreover, those customers who did
tip left more in the joke-card condition (average tip of 23 percent) than in the no-card
condition (average tip of 16%).
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In another study conducted by Bruce Rind and David Strohmetz, a New Jersey
waitress gave half of her customers a card with the following words:
"FINISHED FILES ARE THE RESULT OF YEARS OF SCIENTIFIC
STUDY COMBINED WITH THE EXPERIENCE OF MANY YEARS."
She encouraged the customers to count the number of "F's". Most people tend to miss
the Fs in the words "OF" because they are pronounced "V." Thus, customers were often
surprised when the waitress told them the correct number of Fs was six. They also gave
her larger tips than those customers not given a card ? an average tip of 22 percent
versus an average tip of 19 percent.
As these studies testify, you don't have to be Robin Williams or Kelly Clarkson to
entertain your way into a bigger tip. So, collect jokes or simple puzzles to share with your
customers and let the entertainment begin!
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FORECAST GOOD WEATHER
Sunny weather puts people in a good mood
and people in a good mood leave bigger tips than
those in a bad mood. Even the prospect of sunny
weather tomorrow elevates people's moods. This
suggests that servers who live where the weather is
highly variable can increase tips by telling their
customers that sunny weather is on the way.
To test this idea, Bruce Rind and David
Strohmetz had a waitress at a mid-priced Italian restaurant in New Jersey write a
weather forecast on the backs of some of her checks but not others. The favorable
weather forecast read:
"The weather is supposed to be really good tomorrow. I hope you enjoy
the day!"
The waitress received an average tip of 22.2 percent when she forecast good weather
and an average tip of 18.7 percent when she made no forecast. That is a 19 percent
increase!
Although you should not lie to customers, you too should try to profit from
favorable weather forecasts. Simply keep up with the local weather forecast and remind
your customers that good weather is on the way when the forecast really is positive. You
can try giving these forecasts orally, but I would recommend writing them on the check
as was done in this study. Speaking is quicker and easier than writing, but spoken
words can be easily missed or ignored while written ones cannot. In addition, part of the
effectiveness of the written forecasts in the study described may have depended on the
perceived effort of the server. If so, you will want to duplicate that effort.
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WRITE "THANK YOU" ON CHECKS
Try writing "Thank you" and signing your
name on the backs of checks before you deliver
the checks to your customers. These
expressions of gratitude may make you seem
friendlier, which should increase your tips
because consumers tip friendly servers more than they do unfriendly ones. Expressions
of gratitude may also make customers feel obligated to earn that gratitude by leaving
larger tips. Whatever the mechanism involved, expressions of gratitude are likely to
increase the tips you receive.
Bruce Rind and Prashant Bordia tested this expectation at an upscale restaurant
in Philadelphia, Pennsylvania. A waitress, whom we will call Anne, conducted this study
by randomly assigning her lunch customers to one of three conditions. On the back of
the check, she wrote nothing, "Thank you", or "Thank you, Anne." As expected, this
manipulation significantly affected the size of the waitress' tips. She received an
average tip of 16% when nothing was written on the back of the check and she received
an average tip of 18% when she wrote "Thank you" on the back of the check. Adding
her signature to the thanks produced the same level of tips as the thanks alone.
Since there is little downside to expressions of gratitude, you should always write
"Thank you", or some comparable message, on the backs of your checks. To avoid time
pressures during busy shifts, you can write these messages on your checks before
customers arrive. Doing so will only take a few minutes of your time and should increase
your tip income.
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DRAW PICTURES ON THE CHECK
Occasionally, waitresses will draw a "smiley
face" on the backs of checks. Perhaps, you or servers
you know have done this. These drawings are likely to
have any of three effects on consumers. First, they may
personalize you to customers and increase their
empathy for you as a person. Second, drawings of
"smiley faces" may communicate to customers that you
were happy to have served them, which would ingratiate you to the customer. Finally,
seeing "smiley faces" drawn on checks may simply make customers smile themselves
and, thereby, improve their moods. All of these potential effects suggest that drawing a
"smiley face" on the backs of checks will increase tips.
Bruce Rind and Prashant Bordia tested this possibility in a study conducted at
the same upscale, Philadelphia restaurant that was the setting for their "Thank you"
research. A waiter and a waitress at the restaurant conducted this study on their lunch
customers. Half of these customers received a check on which the server had drawn a
"smiley face" and half received a check without the drawing. The assignment of a table
to conditions was made at the end of the customer's meal, when the majority of the
service had already been rendered, and the server was ready to deliver the check. At
that time, the server randomly determined the condition the table was assigned to and
either drew a "smiley face" on the check or did not.
This manipulation significantly affected the waitress' tips, but not those of the
waiter. The waitress received an average tip of 28% when nothing was drawn on the
check and received an average tip of 33% when she drew a "smiley face" on the back of
the check. Drawing a "smiley face" increased the waitress' tips by 5% of the pre-tax bill
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size! However, no comparable effect was observed for the waiter. He recieved an
average tip of 21% when nothing was drawn on the check and received an average tip
of only 18% when he drew a smiley face on the back of the check. This decrease in tip
size was not statistically significant, but it suggests that drawing a "smiley face" may
actually backfire for waiters. Perhaps "smiley faces" are too emotional and feminine to
seem normal coming from waiters.
Based on the results of this study, I suggest that waitress' can improve their tips
by drawing "smiley faces" on their checks. Waiters may still be able to personalize their
checks with drawings, but will need to choose a different object to illustrate. Perhaps
waiters at an upscale seafood restaurant could make a simple line drawing of a lobster
on the backs of checks. Alternatively, waiters could try drawing a picture of the sun. One
study conducted by Nicolas Gueguen at a bar in France found that drawing a picture of
the sun on checks increased the percentage of customers leaving a tip from 21 percent
to 38 percent. The drawing also increased the average size of the tips that were left from
19 percent of the bill to 26 percent of the bill.
The lessons from this research are clear. You do not need to be Picasso to draw
larger tips from your customers. So pick up a pencil and start doodling!
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USE TIP TRAYS WITH CREDIT CARD INSIGNIA
Restaurants often post signs informing customers
that credit cards are accepted. These signs, and other
displays of credit card insignia, can be seen on restaurant
doors, windows, counters, menus, table tents, tip trays and
cash registers. Alhough it is not clear why, research has
found that simply seeing these insignia increases
consumers' willingness to spend money. So, whenever
possible, you should use those tip trays and folio booklets
with credit card logos.
Michael McCall and Heather Belmont tested the effects of following this
suggestion at two establishments -- a family restaurant and a cafe -- in upstate New
York. The presence versus absence of credit card insignia was manipulated in these
establishments via tip trays, some of which had credit card emblems on them and some
of which did not. These tip trays were randomly mixed and servers were instructed to
take trays as needed from the top of the stack. At both establishments, customers
tipped significantly more when the bill was presented on a tip tray containing a credit
card emblem. Tips increased from 16% to 20% of pre-tax bills at the restaurant and
increased from 18% to 22% of pre-tax bills at the cafe. This effect was not due to an
increased use of credit cards to pay the bill. In fact, all of the cafe's customers paid
cash. Simply seeing the credit card insignia on the tip trays caused customers to tip an
additional 4% of their pre-tax bill amounts!
In light of these results, you should ask your manager to replace plain tip trays
with trays that contain credit card emblems. These tip trays can be obtained at little or
no cost from credit card companies and using them will increase your tips.
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GIVE CUSTOMERS CANDY
People generally feel obligated to reciprocate
when they receive gifts from others. You can benefit
from this by giving your customers after-dinner mints or
candies. Upon receiving such gifts, most customers will
reciprocate by increasing their tips.
David Strohmetz and his colleagues tested this expectation in two studies. One
study conducted in Ithaca, New York, found that giving customers fancy chocolates
increased tips from 15 percent of the bill to 18 percent of the bill. The second study
conducted in New Jersey found that gifts of Hershey assorted miniature chocolates also
increased tips. The highest tips were received when the server gave dining parties one
piece of candy per person and then spontaneously offered them a second piece per
person. In that condition, the average tip was 23 percent of bill size as compared to an
average tip of 19 percent when no candy was given.
These findings suggest that you should "sweeten the till" by giving your
customers after dinner candies of some kind. If your restaurant does not supply mints or
candies to be given to customers, you should procure them yourself. Hershey's Kisses,
for instance, can be purchased at very little costs and the investment should more than
pay for itself.
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CALL CUSTOMERS BY NAME
Calling people by their names tells them that they are considered important. Most
people find such recognition flattering and enjoyable. Thus, you should get larger tips
when you call your customers by name (which you can learn from their credit cards or
when they give their names while waiting for a table).
The effect of calling customers by name was tested
by Karen Rodrigue at several restaurants in Kansas. The
study focused on customers paying by credit card. Waiters
and waitresses randomly assigned those customers to a
name or a no-name condition. In the name condition, the
servers noted the customers' names on their credit cards and thanked them by name
(e.g., "Thank you Mr. Jones") when returning the credit cards and charge slips. In the noname
condition, servers thanked the customers without mentioning their names.
Customers left an average tip of 14 percent in the no name condition and an
average tip of 15.4 percent in the name condition. Saying two words ? the customer's
name ? increased the servers' tips by 10 percent. This finding suggests a new answer to
the old question "What's in a name?" That answer is "bigger tips."
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TABLE 1. Summary of experiments and quasi-experiments on restaurant tipping.
Tip Enhancing Action
Average Tip in the
Control Experimental
Treatment Treatment
Percentage
Increase in Tip
Wearing a Flower in Hair
$1.50
p/person
$1.75
p/person
17%
Introducing Self by Name 15% 23% 53%
Squatting Down Next to Table
Waiter
Waitress
15%
12%
18%
15%
20%
25%
Repeat Order Back to Customer 1.36
Dutch Guilders
2.73
Dutch Guilders
100%
Smiling 20 cents 48 cents 140%
Suggestive Selling
(tip estimated at 15% of bill size)
$1.25
p/person
$1.53
p/person
23%
Touching Customer
Study 1
Study 2
Study 3
Study 4
12%
11%
15%
12%
17%
14%
18%
15%
42%
27%
22%
28%
Entertaining Customer
Tell a Joke
Give a Puzzle
16%
19%
23%
22%
40%
18%
Forecast Good Weather
19% 22% 18%
Writing "Thank You" on Check 16% 18% 13%
Drawing a Picture on Check
Waiter drawing smiley face
Waitress drawing smiley face
Bartender drawing sun
21%
28%
19%
18%
33%
26%
----
18%
37%
Using Tip Trays w/ Credit Card Insignia
Restaurant
Cafe
16%
18%
20%
22%
25%
22%
Give Customer Candy
Study 1
Study 2
15%
19%
18%
23%
18%
21%
Call Customer by Name
14% 15% 10%
26
HOW TO CONDUCT YOUR OWN TESTS
The techniques for increasing tips described
above have all been tested and found to be
effective. I have no doubt that many of these
techniques will work for you too. However, there is
no guarantee that every technique will work as well
for you as it did for the servers in the relevant
studies. You are a different person who lives in a
different region of the country and who works in a different restaurant with different
customers. Therefore, you may want to test the techniques yourself to identify those that
are most effective for you and your circumstances. You may also have your own ideas
about how to earn larger tips and want to test those ideas. Let me tell you how to do this
in the paragraphs below.
To begin with, as you know, the size of tips varies from one customer to the next,
from one work shift to the next, and even from one month to the next. This variability in
tip sizes makes it difficult through casual observation alone to be certain about the
effectiveness of techniques to increase tips. If you try a technique on one customer but
not another, or on one work shift but not another, any differences (or absence of
differences) in tips could be due to this natural variability in tips rather than to the
effectiveness or ineffectiveness of the technique. Therefore, you should conduct more
systematic experiments to test these techniques.
To conduct a true experiment, you need to randomly determine when to use the
technique (called the treatment condition) and when not to use it (called the control
condition). Random assignment distributes the various other factors that affect tipping
evenly across the treatment and control conditions, so you can be certain that any large
27
difference in tips between the treatment and control groups is caused by the technique
being tested. The easiest way to do random assignment is to flip a coin ? using the
technique when the coin comes up heads and not using the technique when the coin
comes up tails. This can be done on a customer-by-customer basis if you want. Such a
customer-by-customer assignment to conditions will require you to keep records of how
much each customer tipped. However, it is the fastest way to get enough data for a
meaningful test. You will need 30 to 50 dining parties in each condition and this can
often be obtained in just a few work shifts.
Alternatively, you can use a coin flip to randomly assign entire work shifts to
either the treatment or control conditions. You will need to have 10 to 20 work shifts in
each condition, so this approach will take longer to finish. However, it does have the
advantage of allowing you to treat every customer the same way on any given day. It
also allows you to keep records of your tips on a daily rather than a customer-bycustomer
basis, so this is the easiest experiment to perform.
Once you have the data, you can simply compare the average tips in the
treatment condition with those in the control condition. If the difference is large enough,
you may be satisfied with that simple comparison. However, if the difference is modest,
you may legitimately wonder whether it is caused by the effectiveness of the technique
being tested or by chance. You will have to do a statistical test to answer that question.
Since many of you will be unfamiliar with statistics, I would be happy to perform such a
statistical test for any server who sends me their data along with a description of how
they conducted the study. Just send contact information and a copy of your records to
me at the address on page 2 of this booklet. Alternatively, e-mail the information to me
at
WML3@Cornell.edu. Even if you decide not to conduct a systematic test, I would love
to hear about your experiences using these tip enhancing techniques, so please write or
e-mail me.
28
REFERENCES
Those interested in reading the original
report of any study described in this booklet can
find the complete references to all the studies
listed in alphabetical order by author in the pages
below.
Butler, Suellen and William Snizek (1976), "The Waitress-Diner Relationship," Sociology
of Work and Occupations, 3 (2), 209-222.
Crusco, April H. and Christopher G. Wetzel (1984), "The Midas Touch: The Effects of
Interpersonal Touch on Restaurant Tipping," Personality and Social Psychology
Bulletin, 10 (December), 512-517.
Garrity, Kimberly and Douglas Degelman (1990), "Effect of Server Introduction on
Restaurant Tipping," Journal of Applied Social Psychology, 20 (February), 168-
172.
Gueguen, Nicholas and Patrick Legoherel (2000). "Effect on Tipping of Barman Drawing
a Sun on the Bottom of Customers' Checks," Psychological Reports, 87, 223-
226.
Gueguen, Nicholas (2002), "The Effects of a Joke on Tipping When it is Delivered at the
Same Time as the Bill," Journal of Applied Social Psychology, 32, 1955-1963.
Hornik, Jacob (1992), "Tactile Stimulation and Consumer Response," Journal of
Consumer Research, 19 (December), 449-458.
Lynn, Michael, Joseph-Mykal, and David S. Sherwyn (1998), "Reach Out and Touch
Your Customers," Cornell H.R.A. Quarterly, 39 (June), 60-65.
29
Lynn, Michael and Kirby Mynier (1993), "Effect of Server Posture on Restaurant
Tipping," Journal of Applied Social Psychology, 23(8), 678-685.
McCall, Michael and Heather J. Belmont (1996), "Credit Card Insignia and Restaurant
Tipping: Evidence for an Associative Link," Journal of Applied Psychology, 81(5),
609-613.
Rind, Bruce and Prashant Bordia (1995), "Effect of Server's 'Thank You' and
Personalization on Restaurant Tipping," Journal of Applied Social Psychology,
25(9), 745-751.
Rind, Bruce and Prashant Bordia (1996), "Effect on Restaurant Tipping of Male and
Female Servers Drawing a Happy, Smiling Face on the Backs of Customers'
Checks," Journal of Applied Social Psychology, 26(3), 218-225.
Rind, Bruce and David Strohmetz (2001). "Effects of Beliefs About Future Weather
Conditions on Tipping," Journal of Applied Social Psychology, 31(2), 2160-2164.
Rind, Bruce and David Strohmetz (2001), "Effect on Restaurant Tipping of Presenting
Customers with an Interesting Task and of Reciprocity," Journal of Applied Social
Psychology, 31, 1379-1384.
Rodrigue, Karen M. (1999), "Tipping Tips: The Effects of Personalization on Restaurant
Gratuity," Master's Thesis, Division of Psychology and Special Education,
Emporia State University.
Stephen, Renee and Richard L. Zweigenhaft (1986), "The Effect on Tipping of a
Waitress Touching Male and Female Customers," Journal of Social Psychology,
126 (February), 141-142.
Stillman, JeriJane W. and Wayne E. Hensley (1980), "She Wore a Flower in Her Hair:
The Effect of Ornamentation on Non-verbal Communication," Journal of Applied
Communication Research, 1, 31-39.
30
Strohmetz, David, Bruce Rind, Reed Fisher and Michael Lynn (2002), "Sweetening the
Til: The Use of Candy to Increase Restaurant Tipping," Journal of Applied Social
Psychology, 32(2), 300-309.
Tidd, Kathi L. and Joan S. Lockard (1978), "Monetary Significance of the Affiliative
Smile: A Case for Reciprocal Altruism," Bulletin of the Psychonomic Society, 11
(June), 344-346.
van Baaren, Rick, Rob Holland, Bregje Steenaert and Ad van Knippenberg (2003),
Mimicry for Money: Behavioral Consequences of Imitation," Journal of
Experimental Social Psychology, 39, 393-398.
31
Most of the information in this booklet
has previously appeared in two
articles published in the Cornell Hotel
and Restaurant Administration
Quarterly and is used here with
permission. The references to those
articles are:
Lynn, M. (1996). Seven Ways to Increase Your Servers' Tips. Cornell Hotel and
Restaurant Administration Quarterly, 37 (June), 24-29. [Translated into Spanish
and reprinted in Alta Hoteleria, Septiembre-Octubre 1996, pp. 17-23.]
Lynn, M. (2003). Tip Levels and Service: An Update, Extension, and Reconciliation.
Cornell Hotel and Restaurant Administration Quarterly, 42, (December), 139-148.
I want to thank the Cornell Hotel and Restaurant Administration Quarterly for permission
to use this material here. I also want to thank Glenn Withiam, whose editing significantly
improved the readability of this booklet.
32
ABOUT THE AUTHOR
Dr. Michael Lynn is a nationally recognized expert
on tipping who has 29 in-press and published
papers on this topic. His work on tipping has
been covered by ABC's 20/20, BET's Nightly
News, and NPR's Morning Edition as well as by
the Economist, Forbes, the Wall Street Journal,
the New York Times, the International Herald
Tribune and numerous other newspapers and
radio programs around the world.
A former bartender, busboy and waiter, Mike
received his Ph.D. in Social Psychology from the
Ohio State University in 1987 and has taught in
the marketing departments of business and
hospitality schools since 1988. He is currently an
associate professor of consumer behavior and
marketing at the Cornell University School of
Hotel Administration. He has a wife, two children,
and two dogs.
Frank DiMeo/University Photography
