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Customers hate tipping before they're served and it's bad for business, study shows

Customers hate tipping before they're served and it's bad for business, study shows
Thomas Hunter II / Twitter

Imagine you're in line at a coffee shop. You order your usual cappuccino and swipe your credit card to pay. Then the cashier swivels a little screen that prompts you for a tip – before the espresso shot is pulled or a drop of milk steamed.

Do you tip more, perhaps hoping that it will lead to a better drink? Or less or none at all, peeved at being asked to reward service that hasn't happened yet? Do you feel pressured into tipping the suggested amounts, which can equate to more than half the price of the drink?


This is a dilemma that most of us are increasingly facing in a variety of settings where previously you might have encountered a lone tip jar with change and crumpled dollar bills. Now we're being asked to fork a over $3 tip for a $4 coffee drink.

In recently published research, The Conversation explored how this new pre-service tipping etiquette is affecting consumers – and what it meant for the baristas and other employees hoping for a reward for their efforts.

The pre-service tip invasionPoint of sale platforms such as Square and Clover are making it easier than ever for businesses large and small to seamlessly integrate tip requests into the service experience.

via Nan Palmero / Flickr

While most of us are used to filling out the tip line on a receipt at a full-service, sit-down restaurant, we are now seeing tip requests occur in many new environments, such as cafes and bakeries, fast-casual delis and food trucks, and even retail stores, flower shops and liquor stores.

Articles in the popular press about the trend suggest that some prefer the convenience of tipping when placing their order. Others say they feel that they are being guilted into tipping employees who have not yet provided a service – and who have done little more than type in an order and hand over a muffin.

How consumers really feel about it

To find out how people respond to differences in tip timing – before or after service – The Conversation conducted a series of experiments with fellow marketing professor Hong Yuan.

We looked at how it affected tip amounts, ratings and likelihood of returning to the business, controlling for variables that might affect tip amounts, most notably the effects of repeat customers or attractive workers.

The first study compared real tip amounts at two locations of a popular smoothie chain on the East Coast. At one location, tips were collected while ordering – before receiving the smoothie. At the other, gratuities were requested only after someone handed the customer her order. After analyzing 7,523 transactions, we found that tips were 75% higher on average at the location that asked for them only after people received their smoothie.

via Toucher and Rich / Twitter

Next, to dive a little deeper into why, we conducted three experiments in which we recruited participants online and asked them to imagine themselves a customer in a scenario. In one, participants imagined ordering a drink and a sandwich at a cafe, while the other two involved getting a haircut at a salon. In all three, participants were randomly prompted to tip either before or after receiving service.

Then we asked them to fill out a scaled survey rating the experience in terms of how likely they'd be to return to the business and how they felt about the tip request. In the third study, we also asked participants to select how much they'd tip and and how they'd rate the service on Yelp.

In each study, we found that participants viewed pre-service tip requests as unfair and manipulative and reduced the likelihood that they would become repeat customers. In the third study, requests for tips before a haircut also led to lower gratuities and online ratings.

We also found that businesses that emphasize the convenience of tipping can offset some, but not all, of the other negative feelings.

Tipping trends are constantly shifting.

Some innovations include the introduction of recommended tip amounts on receipts and the proliferation of tip jars in the 1990s and most recently digital tip requests. Each has contributed to "tip creep," which has pushed up the average tip from 10% in the 1940s to over 20% today, and made tipping the norm in more and more types of business.

Our findings, however, suggest that businesses should be careful when adopting new innovations. Customers, employees and owners all benefit if businesses stick to tradition – and request the tip only after the coffee is poured.

The article was originally published by The Conversation and was written by Nathan B. Warren and Sara Hanson.

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10 anti-holiday recipes that prove the season can be tasty and healthy

Balance out heavy holiday eating with some lighter—but still delicious—fare.

Albertson's

Lighten your calorie load with some delicious, nutritious food between big holiday meals.

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The holiday season has arrived with its cozy vibe, joyous celebrations and inevitable indulgences. From Thanksgiving feasts to Christmas cookie exchanges to Aunt Eva’s irresistible jelly donuts—not to mention leftover Halloween candy still lingering—fall and winter can feel like a non-stop gorge fest.

Total resistance is fairly futile—let’s be real—so it’s helpful to arm yourself with ways to mitigate the effects of eating-all-the-things around the holidays. Serving smaller amounts of rich, celebratory foods and focusing on slowly savoring the taste is one way. Another is to counteract those holiday calorie-bomb meals with some lighter fare in between.

Contrary to popular belief, eating “light” doesn’t have to be tasteless, boring or unsatisfying. And contrary to common practice, meals don’t have to fill an entire plate—especially when we’re trying to balance out heavy holiday eating.

It is possible to enjoy the bounties of the season while maintaining a healthy balance. Whether you prefer to eat low-carb or plant-based or gluten-free or everything under the sun, we’ve got you covered with these 10 easy, low-calorie meals from across the dietary spectrum.

Each of these recipes has less than 600 calories (most a lot less) per serving and can be made in less than 30 minutes. And Albertsons has made it easy to find O Organics® ingredients you can put right in your shopping cart to make prepping these meals even simpler.

Enjoy!

eggs and green veggies in a skillet, plate of baconNot quite green eggs and ham, but closeAlbertsons

Breakfast Skillet of Greens, Eggs & Ham

273 calories | 20 minutes

Ingredients:

1 (5 oz) pkg baby spinach

2 eggs

1 clove garlic

4 slices prosciutto

1/2 medium yellow onion

1 medium zucchini squash

1/8 cup butter, unsalted

1 pinch crushed red pepper

Find full instructions and shopping list here.

bow of cauliflower ham saladGet your cauliflower power on.Albertsons

Creamy Cauliflower Salad with Ham, Celery & Dill

345 calories | 20 minutes

1/2 medium head cauliflower

1 stick celery

1/4 small bunch fresh dill

8 oz. ham steak, boneless

1/2 shallot

1/4 tspblack pepper

1/4 tsp curry powder

2 tsp Dijon mustard

1/4 tsp garlic powder

3 Tbsp mayonnaise

1/8 tsp paprika

2 tsp red wine vinegar

1/2 tsp salt

Find full instructions and shopping list here.

tofu on skewers on a plate with coleslawPlant-based food fan? This combo looks yums. Albertsons

Grilled Chili Tofu Skewers with Ranch Cabbage, Apple & Cucumber Slaw

568 calories | 20 minutes

1 avocado

1/2 English cucumber

1 (12 oz.) package extra firm tofu

1 Granny Smith apple

3 Tbsp (45 ml) Ranch dressing

1/2 (14 oz bag) shredded cabbage (coleslaw mix)

2 tsp chili powder

1 Tbsp extra virgin olive oil

1/2 tsp garlic powder

1/2 tsp salt

Find full instructions and shopping list here.

frittata in a cast iron skilletSometimes you just gotta frittata.Albertsons

Bell Pepper, Olive & Sun-Dried Tomato Frittata with Parmesan

513 calories | 25 minutes

6 eggs

1/2 cup Kalamata olives, pitted

2 oz Parmesan cheese

1 red bell pepper

1/2 medium red onion

8 sundried tomatoes, oil-packed

1/4 tsp black pepper

1 Tbsp extra virgin olive oil

1/2 tsp Italian seasoning

1/4 tsp salt

Find full instructions and shopping list here.

plate with slices of grilled chicken and a caprese saladCaprese, if you please.Albertsons

Balsamic Grilled Chicken with Classic Caprese Salad

509 calories | 25 minutes

3/4 lb chicken breasts, boneless skinless

1/2 small pkg fresh basil

1/2 (8 oz pkg) fresh mozzarella cheese

1 clove garlic

3 tomatoes

1 Tbsp balsamic vinegar

4 3/4 pinches black pepper

1 1/2 tsp extra virgin olive oil

3/4 tsp salt

Find full instructions and shopping list here.

four stuffed mushrooms on a plateThese mushrooms look positively poppable.Albertsons

Warm Goat Cheese, Parmesan & Sun-Dried Tomato Stuffed Mushrooms

187 calories | 35 minutes

1/2 lb cremini mushrooms

1 clove garlic

1/2 (4 oz) log goat cheese

1/4 cup Parmesan cheese, shredded

2 sundried tomatoes, oil-packed

1 1/4 pinches crushed red pepper

1 tsp extra virgin olive oil

1/4 tsp Italian seasoning

2 pinches salt

Find full instructions and shopping list here.

plate with open English muffin with goat cheese and sliced baby tomatoes on topMove over, avocado toast. English muffin pizzas have arrived.Albertsons

English Muffin Pizzas with Basil Pesto, Goat Cheese & Tomatoes

327 calories | 10 minutes

3 Tbsp (45 ml) basil pesto

2 English muffins

1/2 (4 oz) log goat cheese

1/2 pint grape tomatoes

3/4 pinch black pepper

2 pinches salt

Find full instructions and shopping list here.

pita pocket on a plate filled with veggies, meat and cheeseThis pita pocket packs a colorful punch.Albertsons

Warm Pita Pocket with Turkey, Cheddar, Roasted Red Peppers & Parsley

313 calories | 20 minutes

1/4 (8 oz) block cheddar cheese

1/2 bunch Italian (flat-leaf) parsley

4 oz oven roasted turkey breast, sliced

1/2 (12 oz) jar roasted red bell peppers

1 whole grain pita

3/4 pinch black pepper

1/2 tsp Dijon mustard

2 tsp mayonnaise

Find full instructions and shopping list here.

plate with toast smeared with avocado and topped with prosciuttoDid we say, "Move over, avocado toast?" What we meant was "Throw some prosciutto on it!" Albertsons

Avocado Toast with Crispy Prosciutto

283 calories | 10 minutes

1 avocado

2 slices prosciutto

2 slices whole grain bread

1 5/8 tsp black pepper

1/2 tsp extra virgin olive oil

1/8 tsp garlic powder

1/8 tsp onion powder

Find full instructions and shopping list here.

bowl of chili with cheese and green onions on topVegetarian chili with a fall twistAlbertsons

Black Bean & Pumpkin Chili with Cheddar

444 calories | 30 minutes

2 (15 oz can) black beans

1/2 (8 oz ) block cheddar cheese

2 (14.5 oz) cans diced tomatoes

2 cloves garlic

2 green bell peppers

1 small bunch green onions (scallions)

1 (15 oz) can pure pumpkin purée

1 medium yellow onion

1/2 tsp black pepper

5 7/8 tsp chili powder

1/2 tsp cinnamon

2 tsp cumin, ground

1 tsp salt

1 Tbsp virgin coconut oil

Find full instructions and shopping list here.

For more delicious and nutritious recipes, visit albertsons.com/recipes.

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