Here’s a TIP for Business – Don’t Nickel and Dime Me!

This past week, I took my daughter to Las Vegas and the Grand Canyon for Spring Break.  In all, we had a great time. The hotels are gorgeous and the shows were wonderful. I couldn’t help but wonder about the tourism industry in the current economy and particularly noted that the MGM family of hotels has been in the news as facing troubles.

So, with one eye on my vacation and one eye (well, at least part of the time) on marketing, I noticed one really annoying thing: the aggressive expectations for tips.

As a general rule, I am not opposed to tipping for good service. In fact, I worked my way through college waiting tables and I know that I needed those tips to pay my rent and buy food. I also know that the business structure of restaurants is designed for all but the tiniest bit of base pay for servers to come from the customer. My questions are WHEN and WHY does it seem that so many businesses now expect the consumer to tip for even basic service?

For example, it cost me almost $15 in tips just to get my luggage from the hotel room to check-in at the airport. First, the grumpy bellman who held our bags wanted a tip to check them in, then the bellman who retrieved the bags and called our taxi waited for a tip, then the taxi driver expected a tip and FINALLY the sky cap at the airport even had a sign out requesting tips.

I’ve had the same experience more often recently even at home. There is a tip jar at the coffee shop counter – they aren’t providing me with special service, they are working a cash register. We are even expected to “tip” the teachers at school and the office staff with special thank you gifts. – not just to recognize exceptional effort, but as a matter of course.

Mediocracy should not be rewarded – excellence should. The best businesses and their best employees gain my thanks and my tips without hesitation. I also remember those businesses and people who didn’t earn either.