From New York Post · · 1m 20s
Ford's Garage may drop 20% service charge
Ford’s Garage restaurant chain could scrap mandatory 20% service charge after customer backlash.
In brief
Ford’s Garage restaurant chain could scrap mandatory 20% service charge after customer backlash. Ford’s Garage may change its 20% service charge policy at select Florida restaurants following customer complaints. Originally reported by New York Post.
Ford’s Garage may rethink service charge
Ford’s Garage may reconsider a controversial policy that automatically adds a 20% service charge to customers' checks at select Florida restaurants.
President Billy Downs acknowledges backlash
Ford’s Garage president Billy Downs said the policy remains under review after some diners are unhappy with the mandatory fee.
Franchisee Marc Brown defends policy
Franchisee Marc Brown said the service charge program has been largely successful, resulting in higher wages for employees without alienating most customers.
Service charge model details
The policy adds a 20% service charge to each check to support a commission-based compensation structure for servers and kitchen staff.
Customer experience focus
Ford’s Garage discloses the service charge multiple times verbally and in writing before ordering, giving customers the choice to dine there.
Backlash and growth
Downs acknowledged some diners hate the mandatory fee, but Brown said most guests don’t mind because they enjoy the Ford’s Garage experience.
Next steps
Ford’s Garage may encourage a change to the service charge program after ongoing discussions with franchisees.
Here's the gist
Ford’s Garage may change its 20% service charge policy at select Florida restaurants following customer complaints.
