Online Reporter
Your Money, Your Call
Cresencia Marjorie Chiremba
THIS week, let us continue discussing the contentious issue of tipping.
You have just finished a great meal. The service was excellent, the food was delicious and everything felt perfect.
You leave a tip, usually for the server who took care of you.
It is a gesture of gratitude, but is it fair that only one person gets the reward for what was truly team effort?
Behind every good dining experience is a whole team of people you never see. There is the chef who started prepping sauces before dawn, the dishwasher who made sure your cutlery sparkled and the janitor who scrubbed the floors.
These are the unsung heroes who contribute to your experience, yet they rarely get a piece of the tip.
This is not to say the role of servers should be diminished. They are the face of the restaurant, juggling multiple tables and handling complaints with a smile. Their job is demanding yet they are often underpaid.
But great service is a team sport and when we only reward the visible players, we miss the bigger picture.
Consider this: Would a friendly server make up for a cold meal or a sticky floor?
Probably not.
That is because service is a complete experience and it is the sum of many moving parts that work behind the scenes.
Some restaurants use a tip-pooling system. Under this arrangement, tips are shared among staff. This model recognises that everyone contributes to the customer’s experience. While not perfect, it is a step towards fairness.
Unfortunately, many places still use the direct tipping model, where the server is the sole beneficiary, reinforcing the idea that only front-facing roles matter.
What if we reimagined tipping as a thank you to the entire team? What if restaurants made it easier for you to tip everyone, not just one person?
A simple note like “Tips are shared among all staff who made your experience possible” on the bill could change perceptions.
Or a digital option that lets you allocate your tip: a percentage to the wait staff, the kitchen workers and the cleaning crew. It is not about micromanaging generosity; it is about making it inclusive.
This conversation also has a deeper cultural layer.
In many African communities, we value collective effort and understand that the person serving the food is supported by many others. Yet, when it comes to tipping, we often adopt foreign norms that prioritise individual recognition.
Perhaps it is time to rethink that.
As a customer service consultant, I have seen how powerful recognition can be. When a janitor is thanked for a clean space or a chef is praised for a great meal, they feel seen, which boosts morale, loyalty and excellence.
When tips are shared, it reinforces that culture of appreciation for the whole team.
So, the next time you dine out, pause and reflect. That perfect plate did not arrive by magic. It was the result of coordinated effort.
If you are moved to tip, consider asking: “Does the team share tips here?”
If not, you could leave a note with your payment: “Thank you to everyone who made this meal special.”
This is because true appreciation is not just about the person who hands you the plate; it is about honouring the hands that made it possible.
Cresencia Marjorie Chiremba is a marketing and customer service consultant, customer experience columnist, and sales and service trainer. Contact details: [email protected] or +263712979461, 0719978335, 0772978335, www.customersuccess.co.zw
