The Eman Agpalza (EA) Reference is how I view the world around me through a PR perspective.
Thursday, September 30, 2010
Is tipping at your favourite restaurant good PR?
What principle of persuasion did tipping follow?
Was it:
A) Identification principle - What was in it for the waitress if I ordered?
But the tip came after the good service, tipping was never disclosed before the service was done... So what was in it for you waitress? Nothing. At least not until I get my food.
B) Action principle - Did I make it easy for waitress to agree to allow me to put in a late order?
Again, the tip came after and you didn't use the tip to make the waitress put in the food order. The only action I could have done was told her I was outside the restaurant ready to pick up my order once it was ready. Another thing I could have told her was that I was ready to pay with cash, making the transaction quick and easy. But none of these have anything to do with tipping.
C) Clarity principle - Was my request clear to understand?
I think it was pretty clear to the waitress that I was being an annoying customer that wasn't respecting their business hours.
or was it
D) Familiarity and Trust - the use of a reputable symbol, object, brand, or person.
I didn't tell the waitress Mayor Katz was the person that was going to eat the pancit. So she knew that I wasn't some celebrity that she needed to extend special treatment to.
Now here was my argument:
My dad was down with the flu and was wanting Filipino food from one of our family's favourite restaurants. I got his voicemail to pick up some food at 6:56 p.m. so by the time I called the restaurant to order pick up, it was 7 p.m. - exactly when they closed. Sure enough the lady answered and said they had already closed. I asked nicely and told her my dad wasn't feeling well and wanted their famous noodles (pancit (PAN-sit) - Filipino noodle stir fry). She said they were closed and I asked if there was pancit left over as I knew they cooked them in big woks. She hesitated, apologized, and paused, as if reconsidering if she would still allow me to order food. Again, I asked nicely and inserted another please in her silent pause. She agreed and got one of the cooks to prepare an order of pancit for me. Sweet!
When I got home, I was [almost] attacked when I told the story of how I got the pancit and the amount of tip I left the nice lady at the counter. The pancit order came up to $9.97 after taxes and left a $5 tip. In the States, a 20 per cent tip was considered a "good tip" by TripAdvisor. I tipped her 50 per cent and my parents said that was too much.
Now here was my reasoning and I hope you agree:
A 20 per cent tip would have been $1.99, let's say $2. So I told my parents what's an extra $3 to show that I really appreciated them taking my order after they closed. I didn't mention that I had to wait a bit because they cooked my order fresh!
So my argument was: for an extra $3 dollars ($2 tip was a given), I showed the staff that their efforts were appreciated. Actually, they asked for your name for pick up orders. The first thing the owner said when I walked into the restaurant was "Oh, so you're Emmanuel." Because I left a pretty good tip, she'll remember me as a customer and I'm sure if this were to happen again, they wouldn't hesitate extending me the same customer service once again. Now wasn't that $3 well spent? I thought so!
Subscribe to:
Post Comments (Atom)
My favorite question! Well done.
ReplyDeleteThe answer is that if your father tells you it's too much, do what he says, because you'll never hear the end of it ;)
ReplyDelete