Experts debate proper etiquette for digital tip prompts at checkout kiosks
Etiquette specialists say employees should thank patrons regardless of whether a digital tip is left, and customers need not feel pressured by on-screen prompts.
A recent broadcast examined a widely shared video of a Shake Shack patron opting out of a tip on an airport terminal screen. Co-host Brian Kilmeade wondered why electronic tips seldom elicit a thank-you, unlike cash tips. Jacqueline Whitmore, founder of the Protocol School of Palm Beach, advised that employees thank customers each time, treating the acknowledgment as basic service rather than a reward for a tip.
Robert Mahon, managing partner of Mahon Hospitality Group, said his team is trained to greet and thank guests regardless of the amount left, emphasizing that generosity from most diners offsets occasional non-tippers. Whitmore added that digital prompts should not create an obligation, especially in grab-and-go settings where no personal interaction occurs. Both experts agreed that the level of gratitude should not be dictated by the tip amount, and that business leaders are responsible for fostering a culture of consistent hospitality.
Why it matters
Understanding proper tipping etiquette helps businesses maintain consistent customer service and reduces pressure on consumers.
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