ELECTRONIC HOUSE CALL - September 24, 1999

A NOTE FROM THE FRONT
I received this note recently. I pass it along for whatever insight it may provide on how our staff reacts to some of our "brilliant ideas:

A situation occurred at work and our policies changed without any of the staff members input, feelings or suggestions. We have been told we have to pool all our tips. I've worked under their pooling system before. It promoted past employees to steal tips, hide from tables, other servers running "their" food, etc. We have always worked as team members. Why do we need to pool tips?

This past season we separated into sections and subcontracting with little problems with team work. With the servers we have only two of us has a combined total of a decade in the biz and our other staff members have less then 6 months experience each. my employers want my CO-worker and myself to go back to 9% tip average if they even get a tip. I have worked very hard mentally, physically, and matured to earn my AVERAGE 20% . My employers value your opinion as well as myself. Please help us rectify this situation. Thank you very much for your time and solid advice.

My reply:
Thanks for your note. The frustration you express is the very reason why I am not a fan of tip pooling. It also speaks to the problem of making decisions that affect others without giving them some input into those decisions. Having said that, the owners are entitled to screw their business up any way they want!

Give them the benefit of the doubt, but bring up your concerns without making them wrong. ("Help me understand how you think this change is going to make things better. All I can see right now is how this will cut my income in half.") LISTEN to what they say and try to see it from their perspective. This does not mean you have to agree or accept their reasoning, but respect that it makes sense to them.

When you have done all this, see what the situation looks like. If you have a resolution, great! If they do not listen, give you an argument or if the situation is not something you feel can live with, take your talent out on the market. You shouldn't have a problem finding another position. It is just something to deal with, not the end of the world. Don't sell out your peace of mind for it.

A note from the Doc:
If anyone can make a positive case for tip-pooling, it would be interesting to hear the other side of this issue.

I COULDN'T HAVE SAID IT BETTER
In response to Lyn Greve's inquiry of a few weeks ago looking for ideas on how to increase retention, W.C. Wells, TGIC ("The Guy in Charge" -- his real job title!) of Tommy Bahama and a long-time colleague, shared these words of wisdom

My thought for Lyn Greve is that while all those ideas are good, retention is simplier than that -- treat them fairly, pay them well, get them involved, listen to them, get to know them. Don't talk to them about the right way to do things, rather reach an agreement with them about what the guest experience is intended to be. Make sure they understand that "you don't have to be sick in order to get better". If they truly understand all this then there will be very little that they need to know!

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