Tipping power: As tips are not fixed, it is up to customers to decide how much they want to tip based on the quality of the service.
ABOUT 88% of Star Online poll respondents say they do not want the service charge to be imposed on them when they dine at restaurants.
Out of the 1,761 respondents, 1,552 voted for the service charge to be scrapped.
However, in the same survey, when asked if they would prefer to just tip workers, only 60% or 1,058 responded ‘yes’.
Most respondents shared the same view that tipping would encourage better services and the amount could vary depending on the level of service.
Many felt despite paying the 10% service charge, they still received poor service at eateries.
“Tip is not fixed. At least we can decide how much we would want to tip based on the quality of the service,” said a respondent.
Many also said that Malaysian customers were not big or habitual tippers and never will be.
A respondent said the 10% service charge must be abolished since the seller would have taken into account the overall profit.
However, the same respondent said given a choice between tips or 10% service charge, the absolute 10% service was better rather than arbitrary tipping.
“The amount of tips varied among the consumers, hence naturally it will affect the service quality of the service providers.
“There is high possibility that the richer customers would tip handsomely, and thus receive ‘better’ treatment. This will lead to double standards and favouritism,” said the respondents.
Many respondents also shared the sentiment that service staff in Malaysia earned a pittance and without service charge, they would earn a lower basic salary.
Respondents suggested that the Government carry out better enforcement to regulate and enforce the existing laws to protect the service industry staff and ensure they received what was due to them. They want the staff to be better paid and have good basic salary instead of relying on the service charge.
They want to prevent unethical hoteliers and restaurateurs from pocketing the service charge collection.
StarMetro reader Allan Fernandez said the tip jar sounded great in theory, but the tipping culture would be difficult to inculcate and enforcement would be tough.
“Is it justifiable for an employer to pay one category of employees less simply because they receive tips from customers? And if they don’t, is it fair to the other employees that work just as hard with no tips?
“Interestingly, why is it an issue now when the service charge has been around for decades?” said Fernandez.
Jimmy JF Quek said customers should have the freedom to tip.
“If one is happy with the service, tip more, if not, tip less, or not at all. One should not be forced to tip at a fixed percentage,” said Quek.
Julian Khor questioned why service-oriented business owners underpay their staff but expect to top up their salary with the sum collected through the service charge.
Fibonacci Sequentia said the best option was to include the service charge to the food and beverage sale price.
“If the consumers think the food is too pricey then they have the option to dine or otherwise. If the workers in a restaurant are being cheated by not receiving the service charge, then they could always report it to the authorities.
“As a customer I do not tip, and if I am a restaurant owner, then I would welcome tips or service charge. So it really depends which side you are from,” said Sequentia.
Hetish Sharma did not welcome the service charge or the tipping system.
“One should pay what one has to pay and nothing else. If you want it, have it for all professions such as teachers, doctors, supermarket workers and even our ministers,” he said.
Reader Sandy Woo said she would prefer tipping because it would beef up service efficiency.
“Recently, I was at a restaurant and my orders were wrong when the food arrived. I was told it was due to a misunderstanding by a foreign staff. I felt it was unfair for consumers to pay service charge in this instance,” said Woo.
Ron Osman, who had worked in the service industry, said in most instances the tips would always end up with the same waiter. He said it was fairer if the service charge rewarded to staff was based on a point system.
“If the chef cooks great food but the waiter attends to the customers with a bad attitude, it will affect the tips and this will be unfair to the kitchen staff,” he said.
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