Most fast casual restaurants now asking customers to tip when ordering

NASHVILLE, Tenn. (WKRN) — Drive through or dine in, Waldo’s Chicken and Beer is serving up southern favorites in a casual environment that doesn’t skimp on service.

“We’re fast casual, but we’re going to come refill your drink, we’re going to come and do a check on you, we’re going to get you extra sauces,” Waldo’s market partner Olivia Bane explained. “People ask us all the time [while] they’re walking around with their plates, they’re like, ‘where’s your trash can?’ We’re like, no, no, no, we got it for you.”

As the demand for fast-casual spots has grown, so has Waldo’s. They’ve opened six Nashville-area restaurants in five years with more in the works. Bane recognized that it’s tricky when customers are asked to tip as they order at the counter before they even get their meal.

Data analysis from the payment system Square found 75 percent of remote food and beverage transactions ask for a tip.

“We don’t take that lightly with our guests. We’re very aware that we’re asking for something that they’ve yet to receive,” Bane said. “That’s one of our commitments: we talk about perfect food and above and beyond customer service.”

Customers have been asked to tip at more and more places that aren’t full service restaurants. News 2 hit the streets of Nashville to see if people are experiencing tip fatigue.

“It’s that iPad. It’s ridiculous,” Nashville resident Rey Coleman said. “If there’s a server, I want to tip them, but if it’s just like a machine — like the self checkout in the airport asks you to tip —there’s not even a person working. It’s crazy.”

“I feel obligated, and I shouldn’t, so usually I’ll just spend maybe $1 or $2 just because I feel obligated, but I don’t like it,” said Julia Schopp, who was visiting Nashville.

“I think if you’re getting a service where you sit down and you’re getting a meal and someone takes really good care of you, you should take really good care of them,” Nashville visitor Sam Novotny said. “But just to go get some takeaway? Absolutely not.”

“When I do happen to go out, I tip, and I believe in tipping big. That’s just what I believe in. My mom taught me to tip, so I tip,” Nashville resident Jason Miller said.  “It gives them the boost and the momentum to want to continue on doing their work the next day.”

“If you’ve ever worked in the hospitality industry, it’s a thankless job a lot of days,” Bane said. “But we feel a lot of gratitude for the guests who do choose to tip.”

Waldo’s operates on tip pool system. That means that all employees, except salaried managers, receive tips.

“In economies that are shifting, there’s some tip fatigue,” Bane said. “We never want to be imposing on our guests. I think you just have to follow your instinct, and when you know good service, reward it.”

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