Ask Ariely: On Tipping Out, Question Quality, and Stockholm Syndrome
Here’s my Q&A column from the WSJ this week — and if you have any questions for me, you can tweet them to @danariely with the hashtag #askariely, post a comment on my Ask Ariely Facebook page, or email them to AskAriely@wsj.com.
Some restaurants have made news recently by eliminating tipping. But will the long-term effect be worse service?
I wouldn’t expect a decrease in the quality of service. I’m not sure that tipping is a particularly motivating reward to begin with. For one thing, tips in many restaurants are often pooled among employees. That means that the gratuities are averaged across workers, so individual waiters won’t immediately or strongly experience the benefits (or punishments) that stem from superb or lousy service. Furthermore, statistical modeling by Ofer Azar of Ben-Gurion University of the Negev found only a small relationship between tips and service quality. He concluded that other factors had more influence on the type of service that you’re likely to get.
If anything, I suspect that eliminating tipping and giving waiters a stable, living wage would improve the quality of service. Without the vagaries of tips, restaurant employees would have a consistent, dependable income—and, perhaps, higher job satisfaction. That would help lower employee turnover and raise profits for the restaurant. These are all fine reasons why more restaurants should get rid of tipping.
I’ve found that the most interesting people to talk to are often obsessed with a topic, whether it is food, music or economics. How can I increase my likelihood of meeting this type of person? What questions can I ask to uncover people’s passions when I meet them?
When we meet someone new, most of us have a puzzling tendency to start the conversation as if we are exchanging resumes. We typically don’t go beyond questions like “What do you do?” and “Where are you from?” But the key to a good conversation isn’t meeting the right type of person; rather, as you suggest, the trick is asking questions that allow almost anyone to reveal who they are, what they have experienced and what they are passionate about.
Often, the questions that can help put a bit more depth into our conversations are more complex than the standard “What do you do” approaches. They also require more openness, effort and daring from the person asking the questions. Think of asking new friends about their ideal dinner companion, living or dead, or about the heroes they most admire or about the aspects of their life for which they’re most profoundly grateful. It may be a little unfamiliar, but such questions do get conversations going in very different directions.
I know from personal experience that starting conversations by asking nonstandard questions isn’t always easy. But as you get more used to asking such questions, your discussions will become more interesting. We all want lives filled with meaning, so we should get beyond the default of vacuous conversation-starters.
I recently learned about the Stockholm syndrome, in which captives develop sympathetic feelings for their captors. I know that the parallel isn’t exact, but does this dynamic operate in marriages too, with both partners (in a metaphorical and emotional sense) seeing themselves as imprisoned in a way and the attraction to the person “capturing” them creating a stronger relationship?
Sorry, but the Stockholm syndrome just isn’t a sensible way to think about marriage—not least because marriage lacks the glaring power difference between the person doing the capturing and the person being captured. But now that I think about it, maybe the syndrome is a good way to think about spending the holidays at your in-laws, and perhaps this glue helps keep families together during those trying times.
See the original article in the Wall Street Journal here.