You will get some good reports on standard expectations such as kept my glass full and took my order promptly. Then you will get some bad reports that seemed to leave a bad taste in the customer’s mouth which you can sense from the angered emotion they may display when they talk about how their food was delivered cold, their bill was wrong, they never got a drink refill, etc. Then there will be a few reports of great service where they were greeted with a continuous smile, friendly but not overbearing conversation, prompt service, always asked it they needed anything, and more.
Then ask your employees if their customers were looking at them as wait staff for the service your company provides, how do they think they would be rated? Would they be good enough, somewhat bad, or really great? If they have a problem deciding, then ask how they tip the good, bad, or great wait staff. Once they reply with “better than normal” or “give them zero”, ask if their work with the customer was a tipping situation, would the customer feel they deserve a tip? In most areas of customer service, a simple “thank you” by the satisfied customer is your standard tipper. An angry or dissatisfied customer is definitely a no tipper and possibly an upward complainer to management. A customer who is very satisfied with their service offers a better tip in their continued patronage and if they feel they were given above and beyond the call service, they may send a letter or email commending their server.
NOTE: For more examples of customer service, see The Institute for Management Excellence’s Good Customer Service Tips - It all starts with Attitude.