The tipping point

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The world’s richest 28-year-old Mark Zuckerburg might have ‘befriended’ China through his public offering but didn’t quite follow the US cultural imperialism when it came to tipping the waiting staff at an Italian restaurant. While on a romantic holiday with his new wife, Mark didn’t fall for the “have a good day sir” or flashing the pearly whites routine at a kosher restaurant Nonna Betta. Clearly tips weren’t kosher! He paid his bill of $40 and left without leaving a tip.
There is an element of class involved in tipping. But his frugality to the point of stinginess despite enjoying great service perhaps explains his attitude towards service. May be he took it for granted or he was just being technical about having paid the service charge he was billed for.
Explaining the tipping culture in India, Kamlesh Barot, President, Federation of Hotel & Restaurant Associations of India, says, “When hospitality as an industry first took off, waiters had no real education or training. In order to encourage them or ensure better service the next time around, customers used to slip in cash and pamper them. Over the years as the industry grew, there were set norms and percentages were unofficially decided. In recent years it’s as high as 20 per cent which is uncalled for.” He points out, “The service tax component goes to the government and the service charge is what the hotel chooses to levy and is decided arbitrarily. Often, this charge goes to the owner who holds back a chunk of it to pay for attrition costs and breakages.”
Most restaurants in India bill alcohol and food separately and customers get levied the bundled-charges (service tax, service charge and VAT) on each bill. Often customers feel ripped off considering they are paying for the service officially and then there is an unofficial expectation. Lemuel Herbert, Associate Vice-President, The Park Hotels, says, “We encourage staff not to take tips. But it’s left to the discretion of guests. We only levy service charge in food and beverage section, not across the board unlike some hotels. Some hotels nowadays have tip boxes. We also have one and we have a points system depending on the hierarchy of the staffer. The tips are disbursed according to the level of the staffer. So everyone responsible for according an experience to the guest gets the tip, not just the front service staff.”
“It’s not really a compulsion,” says Chhaya Momaya, etiquette expert. “It’s a way of showing gratitude for great service. It’s also essential to carry on a culture of a restaurant for which we need good staff, so people who want a great experience pay for it. People who understand hospitality usually pay,” she adds, “Everyone likes being pampered and wants good service next time they’re there, so they cultivate the staff.”
Contrasting India to Europe Jean Francois Sebille, Managing Director of Auroville boutiques, says, “The tips culture is prevalent in France and across Europe too. At least in India although we feel double-charged we are assured of good service the next time. I can’t say the same thing about anywhere else in the world.”
Rukshna Eisa, an etiquette expert, says, “Technically one needn’t pay a tip if it’s in the bill. But if the service is exceptional it’s only nice to pay a tip. Also, culturally in India we see service staff as being ‘at our service’. So we are obliged to pay for their humility and waiting on us.”
Mark Zuckerberg may not be ‘liked’ any longer at the restaurant but the general mantra seems to be bakshish zindabad.