Persuasive Organizational Message Flowing Upward: Counting on Tips
Perched high atop a granite cliff overlooking the rugged Big Sur coastline sits Pacific's Edge Restaurant, where migrating whales may be seen from every table in the dining room. Sunsets here are so spectacular that the entire dining room often breaks out in spontaneous applause. You truly enjoy working in this magical Big Sur resort setting—except for one thing. You have occasionally been “stiffed” by a patron who left no tip. You know your service is excellent, but some customers just don't get it. They seem to think that tips are optional, a sign of appreciation. For servers, however, tips are 80 percent of their income.
In a recent New York Times article, you learned that some restaurants—such as the famous Coach House Restaurant in New York—automatically add a 15 percent tip to the bill. In Santa Monica the Lula restaurant prints gratuity guidelines on checks, showing customers what a 15 or 20 percent tip would be. You also know that American Express displays a gratuity calculation on its terminals. This means that diners don't even have to do the math!
Your Task Because they know you are studying business communication, your fellow servers have asked you to write a serious letter to Constantine Delmonico, General Manager, Big Sur Properties, 48130 California Highway 1, Big Sur, CA 93920. They think a letter will be more effective than a conversation. Persuade him to adopt mandatory tipping guidelines in the restaurant. Talk with fellow servers (your classmates) to develop logical persuasive arguments.