Persuasive Organizational Message Flowing Upward: Counting on Tips Perched high

Question

Persuasive Organizational Message Flowing Upward: Counting on Tips

Perched high atop a granite cliff overlooking the rugged Big Sur coastline sits Pacific's Edge Restaurant, where migrating whales may be seen from every table in the dining room. Sunsets here are so spectacular that the entire dining room often breaks out in spontaneous applause. You truly enjoy working in this magical Big Sur resort setting—except for one thing. You have occasionally been “stiffed” by a patron who left no tip. You know your service is excellent, but some customers just don't get it. They seem to think that tips are optional, a sign of appreciation. For servers, however, tips are 80 percent of their income.

In a recent New York Times article, you learned that some restaurants—such as the famous Coach House Restaurant in New York—automatically add a 15 percent tip to the bill. In Santa Monica the Lula restaurant prints gratuity guidelines on checks, showing customers what a 15 or 20 percent tip would be. You also know that American Express displays a gratuity calculation on its terminals. This means that diners don't even have to do the math!

Your Task Because they know you are studying business communication, your fellow servers have asked you to write a serious letter to Constantine Delmonico, General Manager, Big Sur Properties, 48130 California Highway 1, Big Sur, CA 93920. They think a letter will be more effective than a conversation. Persuade him to adopt mandatory tipping guidelines in the restaurant. Talk with fellow servers (your classmates) to develop logical persuasive arguments.

Explanation / Answer

To

Constantine Delmonico

General Manager

Big Sur Properties

48130 California Highway 1

Big Sur, CA 93920

Date: 6th November 2017

Dear Mr. Delmonico,

My name is Jim working as a service boy in your Big Sur restaurant and I am writing this letter on behalf of the service staff of Pacific Edge restaurant in Big Sur to inform you regarding the issues we are facing in the restaurant based on the tip system currently in our restaurants. As you are aware we are providing excellent service to the customers but most of the customers do not pay tips to the servers as it is not mandatory to pay tip in our restaurant. Customers finds paying tips as only a sign of appreciation but it contributes a lot to us financially and we find our self less motivated while serving without tip.

Some of the restaurants made tip system mandatory by adding a specific percentage tip to the bill automatically or through displaying gratuity guidelines to the customers. We would be grateful to you if you can take necessary steps to implement such automatic tip payment system in our organization also. Most of our employees are from poor families and the decision to make the tip system mandatory would give them more energy and motivation to serve the customers better and add value to our organization.

Thank you for your valuable time and consideration.

Yours sincerely,

Jim Patrick

Pacific Edge Restaurant

Big Sur

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