Their Tips for Gaining Gratuities

Veteran Servers Devise Strategies That Help Them Increase Take-Home Pay

Sarah Goldstein believes in service with a smile and in going the extra mile for customers at the Tabard Inn on N Street NW. Being personable and "super accommodating" pays off, she said.

Chuck Koskinas, a waiter and bartender for a quarter-century at the Palm on 19th Street NW, tries to anticipate regular customers' requests. He has developed a sense of timing that is important when deals are getting done over steaks or lobsters, and he knows how to be sociable or politely professional.

Both say their strategies boost their take-home pay by bringing in more tips almost every day.

Some 3 million waiters, waitresses and counter attendants, and millions of taxi drivers, bartenders and others depend on customers coughing up cash. Tips can represent up to 80 percent of their income. So if they get that right, they'll make out all right.

Those earning moolah delivering margaritas or a mixed grill may gain from some researched approaches to increase tips, as well as from pros such as Goldstein and Koskinas, who were recommended by their restaurant managers as standouts.

A handful of university researchers test restaurant tipping theories using real waiters and waitresses and measuring the difference in gratuities. In some cases, the haul doubled, going from 12 or 13 percent of the bill to 24 percent.

Bruce Rind, an adjunct professor of psychology at Temple University in Philadelphia, said that a sunny personality brings out bigger tips.

"It helps tips most when the waiter or waitress does something to boost the tipper's mood," he said. "For example, acting friendly with smiling or squatting at the table when taking an order for food and drinks, or a quick touch on the shoulder."

Michael Lynn, an associate professor of consumer behavior and marketing at Cornell University -- and a tipping expert who worked five years as a waiter -- suggests a brief touch on the customer's shoulder as the waiter puts down the check. This is part of "building connection with the customer," he said. A touch to the shoulder or palm, when returning change, works better on younger customers and when waitresses touch other women in a mixed-gender party.

Goldstein, 26, started waiting tables at 15 and has worked in about eight restaurants. She uses the word "accommodating" a lot and strives to be fast, efficient and friendly. She said she does "little things" -- such as carrying drinks from the bar to the dinner table, recommending museums or finding out whether hotel rooms are available at the Tabard Inn (it's an inn and a restaurant) -- in hopes of increasing her tip.

"I'm kind of chatty," she said. She sometimes jokes around, except if guests are there on a date or a business meal. For all guests, she focuses on being fast and efficient. It helps to know the food and be able to make informed recommendations, which pays off especially well with foodies, she said.

At the Palm, Koskinas said he believes in being "honest, caring, polite" and making "the best of every situation," whether it's an executive who needs uninterrupted time over a business lunch or a politico taking grandchildren out for dinner.

When there's a problem with a meal or a delay in the kitchen, Koskinas apologizes to the guests and offers a complimentary glass of wine or something else to make them feel cared for. "That prevents a problem from starting," keeping customers happy and tips high, he said.

He thinks it's important to learn regular customers' favorite drinks and other habits such as always wanting extra bread.

"Understand what they need," he said, and whether they want a lot of attention or a lot of time to focus on the meal.

Such understanding surely helps, but Lynn said the best way to increase tips is to increase total sales. On a busy night with customers waiting, the server will want to move people along and not encourage coffees and desserts. Main courses cost more and will produce more in tips if there are a few more customers at the tables in an evening.

However, he said, "If it's slow and you don't have people waiting, then you want to offer appetizers and desserts." That upselling will also up the tips and may make management appreciative, too.