Should customers be able to tip if they want to?
We keep hearing that customer service is dead. More and more stores have self-checkouts replacing human cashiers and websites are now opting for AI chatbots instead of a phone number. There are also the more crotchety takes, like that younger generations are "rude" and don't have the people skills we're all looking for when we go out shopping.
Maybe that's why it's so pleasantly surprising when you do have a genuinely nice customer service interaction — a great waiter or a super-friendly checkout clerk. It can legitimately brighten your day. You almost want to celebrate and shout it from the rooftops.
One TikTok creator did, more or less, exactly that when a helpful cashier at Trader Joe's blew her away. Margaret Stone jumped on TikTok to share the story of a rockstar Trader Joe's employee and the curious response she got when she tried to leave him a tip for great service.
Mike Mozart/Flickr
“This message is for Drew, the cashier at the Trader Joe’s ... and Drew only,” she says in the video. “Hi, Drew. I bought a bouquet of flowers from you today, and I gave you an extra dollar than what the flowers were worth and you gave it back to me."
"You were slammed, working your ass off... You said 'No, company policy doesn't allow us to accept tips.' I found that to be quite ridiculous. If i want to give you a tip, why shouldn't I?"
Not content to leave it there, Margaret went home called the store manager after looking up the company policy, which says employees accepting tips is "extremely discouraged." She took management to task for telling employees they couldn't accept tips versus it being simply discouraged.
"You should probably tell your staff that. That annoyed me very much that they are probably telling you guys something different from what is actually true and not allowing you to take tips from people.
“So I will be coming back next week," she told Drew and all the viewers. "I really want to give you a Christmas present, and a tip on top of that.” She added that she wouldn't be leaving anything with management "in case something shady is going on."
@margaretcstone Tiktok do your thing!!! #peabodyma #massachusetts #fyp #traderjoes
Margaret brought up an extremely compelling debate: Should you fight against 'no tipping' policies when you feel it's warranted, or is it better to let it go?
Some commenters found her video heartwarming and thought it was amazing that Margaret would go to such lengths to let Drew know he did a great job.
"Best customer ever," wrote one.
"May this generosity and thoughtfulness find me," said another.
Others shared her frustration that Trader Joe's and other companies won't let employees take tips for their hard work.
"Walmart pick up workers can’t accept tips either! It makes me mad! It’s pouring rain and they’re bringing my groceries to me, let me tip them!" one user added.
Others still were critical that Margaret would go through so much trouble for a dollar tip.
"A lot of companies discourage tipping. You have an extremely generous offer and kind heart, but I would let it go," someone wrote.
One commenter who claimed to work for Trader Joe's (in fact, the same TJ's that employs Drew), cautioned that employees like Drew can get in big trouble for violating tip policies:
"We are expected to be nice to our customers without extra tips. It is very nice you want to do this but we are just following rules by not accepting it. Accepting it could risk our job. We are not risking our jobs for $1."
It's not just Trader Joe's. Lots of companies won't allow workers to accept tips, and there are pros and cons to each approach.
There is a variety of reasons for no-tipping rules — usually it boils down to not wanting customers to feel obligation or ambiguity over whether to tip. It also might not be fair that, say, a cashier gets a tip for friendly service but less customer-facing workers don't have the same opportunity. So banning all tips can help level the playing field for different workers.
However, it doesn't always sit right with customers that they aren't allowed to tip, especially when they know workers are underpaid. For example, McDonald's employees are not allowed to accept tips despite the company being heavily criticized publicly for its low wages. Clearly, Margaret felt that her cashier went above and beyond and wanted to share a token of appreciation. Not being allowed to do so was frustrating.
And then there's the fact that customers are struggling too, with high prices and salaries that aren't keeping up. We've all gotten tired of the little tablets at checkout counters that prompt you for tips almost everywhere you go, so much so that they've become a meme. So sometimes it's kind of nice going to a store where you know you won't be expected to tip!
I don't know what the right answer is, but it's still cool that Margaret wanted to show appreciation to someone who worked hard to help her. Even when tips aren't allowed, a smile and a big Thank You can go a long way to brighten another person's day — no viral TikTok necessary!
