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The Psychology of Personalization: How Waiters Increased Tips by 23 Percent (Without Changing Service)

When it comes to customer service, small changes can have a big impact.

One of the most critical periods of the process is the follow-up after purchase: making your customer feel like they’ve made the right choice as soon as they've bought from you goes a long way to developing your relationship with them.

In this regard, we have a lot to learn from a service position that you might not expect: waiters and waitresses.

Not only do they interact directly with the customer, research has found that their "follow up" (post purchase) actions can greatly affect the customer's perception of their service, and accordingly, the tip that they leave them.

The Power of ... Mints?

Of all the things that waiters/waitresses (henceforth just referred to as "waiters") could do to increase tips, how important would you place giving mints in terms of effectiveness?

It turns out, you and I probably greatly underestimated the psychological process behind mint-giving, as the way (and amount) in which mints were given was shown to increase tip amount by up to 23%.

In a study published in the Journal of Applied Social Psychology, researchers tested the effects that mints had against a control group, where no mints were given, in order to measure their effectiveness in increasing tips. (helpscout.net)

The results were surprising to say the least.

  • The first group studied had waiters giving mints along with the check, making no mention of the mints themselves. This increased tips by around 3% against the control group.
  • The second group had waiters bring out two mints by hand, and they mentioned them to the table ("Would anyone like some mints before they leave?"). Tips increased by 14% against the control group.
  • The last group had waiters bring out the check first along with a few mints. A short time afterward, the waiter came back with another set of mints, and let customers know that they had brought out more mints, in case they wanted another.

This last test was where waiters saw a 21% increase in tips versus the control group.

At first glance, the last two groups seem very similar: two mints per-person were brought out, and the waiter mentioned them.

So, what was different?

Personalization is Powerful

In the last test, the only difference was that the waiter brought out the second set of mints after some time had passed, and mentioned that they had done so in case the table would like some more.

Researchers concluded that this "personalization" aspect was what triggered the increased tips.

The post-purchase follow up with genuine concern for the customer ("I thought you might like more mints...") connected with people more than the additional pieces of candy would imply.

Good to know, because it means that it's applicable to businesses outside of restaurants.

It was the surprise and the perception of the waiter's willingness to follow up post purchase that made customers so happy.

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