Frustrating Customers, Part One

Last night (a Saturday) I was bartending, and a girl came up and ordered a double rum & coke, which should have come to $3.75 per ounce or $7.50 total. Since we had a special that wasn't actually advertised on posters in the bar, I thought I'd be nice and point it out to her: coconut rum with coke for $2.00 per ounce. Our staff do need to be aware of revenue maximization issues, so I don't usually venture such information unless a customer asks directly, because it reduces sales by a few dollars. However, this was a student whom I hadn't seen before. We are a not-for-profit organization, after all, and it would be a good way to start building a business relationship with a customer & increasing brand loyalty, which could be really positive in the long run.

She thought the special was a good idea and was glad that I pointed it out to her, so she paid the price for a double ($4.00) by giving me a five. I then gave her back four quarters, because after all, these are students. Hoping for a full dollar as a tip would be unlikely. She looked at the four quarters in her hand, put them in her pocket, and walked away. I couldn't believe it. After volunteering info to her that saved her $3.50 on just one purchase, she didn't even bother to leave a quarter for a tip. Jillian (the other bartender) and I served about five hundred drinks last night between the two of us, and we each took home $22.50 in tips for the evening.

Don't get me wrong, a tip should be considered an extra bonus, not an obligation, and I'm thankful for the tips that we do get. But it sure makes me wish some days that I was working in a city bar, rather than a student club on campus.