The increasing prevalence of digital tipping prompts at checkout kiosks has sparked debate, with etiquette experts advising that employees should continue to offer a "thank you" to every customer, irrespective of whether a tip is selected. The issue gained recent attention following a viral video of a customer declining to tip at a Shake Shack kiosk.
Jacqueline Whitmore, founder of the Protocol School of Palm Beach, stated that a customer's decision to tip should not influence the level of courtesy they receive. "I think it's good customer service for an employee to thank a customer each and every time, whether they give a tip or not," Whitmore told Fox News Digital. She emphasized that thanking customers acknowledges their patronage and loyalty to the business.
This sentiment is echoed by Robert Mahon, managing partner of New York-based Mahon Hospitality Group. "We encourage every member of our team to welcome our guests warmly and thank them as they leave, regardless of the amount of gratuity left," Mahon said. He added, "I don't think that money should be a motivator for employees to treat their customers better or worse."
Whitmore clarified that a "thank you" is universally understood as good customer service, requiring no specific acknowledgment of a tip. She also addressed the discomfort some customers may feel from pressure to tip when prompts are displayed nearby. "Tipping is optional," she reminded patrons, noting that the acronym TIP stands for "To Insure Proper Service."
Regarding when tipping is appropriate, Whitmore suggested it depends on the service provided. For sit-down dining experiences where staff attend to tables, refill drinks, and provide ongoing service, a gratuity may be fitting. However, for "grab and go" establishments, particularly those with minimal human interaction, she does not recommend tipping.
Mahan highlighted the role of management in setting customer service standards. "Management sets the culture of a business," he said, emphasizing the goal of fostering repeat customers through positive interactions. "Ultimately, hospitality is not just a food and beverage business. More importantly, it is a people business."