How the Small Things are Actually the Big Things...

Lynn & Mynier (1993) studied the impact of gestures on tipping behaviour in restaurants (Applebee’s) in the USA. Waiters & waitresses were told to stand up or to squat down to the customers level when taking orders.

Customers whose waiter/ress squatted gave, on average, 30% more tip. The reason for this was increased eye contact.

This study shows the importance of eye contact in normal everyday settings.

Does this surprise you?

What small things could you/your company do that would actually make a big difference?

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