What if you challenged the established, traditional pricing model of your industry, and simultaneously unlocked customer and employee infatuation as the result? This is what an intrepid restaurant owner in Pittsburgh, Pennsylvania did.
Bobby Fry, owner of Bar Marco, decided to do away with tipping in his restaurant earlier this year. The results have been impressive, considering the spike in both revenues and profits. In hindsight, this is perfectly understandable. Tipping is a major pain point for a large number of restaurant customers – it is cumbersome, awkward, and largely ineffective in regulating the quality of service. Therefore, its removal is a smart way to challenge convention, and to turn a customer pain point into a point of infatuation.
