As regular readers of this blog will know, I am somewhat of a self-confessed “BA Geek”. I can’t help but see processes, systems, data, interconnections and opportunities for analysis everywhere I go. I find it fascinating how different industries approach things so differently, and I can’t help but peek ‘behind the curtain’ and try and work out how different businesses operate.
I was recently travelling with work and was eating in a quiet (but very nice, if slightly pricey) restaurant. I went to pay, and found that unfortunately they weren’t able to accept credit cards—so I paid in cash. The meal and a couple of drinks came to about 30 Euros, I didn’t have change so I put down a 50 Euro note. The waitress soon brought back my change, which was placed on a small silver plate with a receipt.
Now, what I found interesting was:
1. Rather than giving change as a 20 Euro note, she gave me one 10 Euro, one 5 Euro and some change
2. Right next to the change was a card reminding me that tips are discretionary, but appreciated for good service (with a smiley face drawn on it to grab my attention)
It struck me that this seemingly random split of change was probably really quite a subtle and clever way of maximising tips. By breaking up my change, the waitress had ensured that I had a range of coins/notes to give whatever tip I felt appropriate, along with a reminder that a tip would be appreciated. This might be considered a gentle ‘nudge’. There was no compulsion to tip, and no pressure at all, but the waitress made it as easy as possible for me to do so if I wanted to. I smiled, put down a tip, and left. I was mulling this over on the way back to my hotel.
Equipping Our Stakeholders: Do We Remove Barriers?
Ultimately, what that waitress had done is made a request and made it as easy as possible for me to fulfil that request.