Time flies with great content! Renew in to keep enjoying all our premium content.
Prime
Tipping clash: Kenyan workers, clients at odds
Debates about fairness, loyalty and workplace practices have erupted as excessive tipping expectations for service workers have driven away loyal customers.
In Kenya, tipping culture is evolving, but not in the best way. Excessive tipping expectations from service workers are driving loyal customers away, sparking debates about fairness, loyalty, and workplace practices.
Imagine walking into a familiar barbershop or car wash, a place where you are a regular. You expect better treatment—perhaps a discount—but instead, you’re faced with rising expectations for tips.
While tipping is meant to reward good service, in Kenya, it has become a double-edged sword, alienating customers rather than building loyalty.
John Kamau, a loyal customer at a car wash in Nairobi, shared his frustration: “I’ve been washing my car here for three years. You’d think being a regular would come with perks, but instead, I’m expected to tip every single worker, even those who didn’t touch my car. It feels like exploitation.”
Mr Kamau’s sentiments resonate with many Kenyans who feel that tipping culture is increasingly being abused, with workers viewing regular customers as cash cows rather than loyal patrons.
James Wambua, the owner of Sparkle Car Wash in Ruaka, Kiambu, acknowledged the issue but pointed to deeper challenges.
“Most of my employees earn minimum wage, so at times they rely on tips to supplement their income. I understand why customers feel frustrated, but I also see the employees’ side. We’ve tried to introduce loyalty discounts, but that doesn’t stop tipping expectations from escalating,” says Ms Wambua.
The same dilemma is echoed in other sectors of the service industry. Susan Wambui, who runs a barber shop in Nakuru, has seen regulars walk away because of similar frustrations.
“Our regulars expect discounts, and I agree they deserve it. But balancing that with employees demanding tips is a real struggle. Some customers stop coming altogether because they feel burdened.”
For workers like Henry Wisdom, a barber shop attendant in Thika, it’s uncouth to ask for tips or to suggest you need one. “You can only wait for your client to get generous. When I used to own a barbershop, I would control this by ensuring my clients only pay to the cashier at the exit whilst ensuring no barber attaches to a client; any available barber could attend to you,” says Henry.
David Mwangi, a petrol station attendant also in Thika, holds that tips are more of a necessity than a bonus. “My salary barely covers my rent,” he explained. “Tips help me survive. I don’t mean to pressure customers, but when you serve someone with an expensive car, you assume they can afford to leave a little extra.”
Mary Atieno, a waiter at a popular hotel in Kisumu, added, “Sometimes customers don’t realise how much we depend on tips. I admit some colleagues overdo it by openly demanding tips, but the truth is, we need them because our wages are low.”
The reliance on tips has created a vicious cycle in Kenya’s service industry. Regular customers, who should be the backbone of a business, start to feel unappreciated.
Janet Mutua, a Nairobi-based marketer, shared her experience: “I used to dine at a particular restaurant weekly. But the waiters began expecting me to tip larger amounts because I was a regular. It felt like they were penalising me for being loyal.”
Behavioral economist David Njoroge explained this phenomenon, saying, “Regular customers expect incentives for their loyalty, such as discounts. When the opposite happens—employees demanding more—it creates a psychological barrier. Customers feel unvalued and leave.”
In the hospitality industry, particularly in bars and clubs, the tipping culture has become deeply ingrained, creating frustration for both loyal customers and business owners.
Alex Kariuki, the owner of Prime Club in Banana, Kiambu shared his experience: “The tipping culture here is a double-edged sword. On one hand, my staff depend on tips to supplement their income, but on the other, it discourages loyal customers. Some regulars have complained that if they don’t tip bouncers or waiters, the service quality drops or they get harassed. This is bad for business because customers expect a seamless experience.”
Retaliation
Jane Njeri, a frequent partygoer in Nairobi, echoed these frustrations: “I love going out with friends, but the constant pressure to tip everyone—from the bouncer at the door to the bartender and even the washroom attendant—takes away from the fun. If you don’t tip, you’re treated poorly, or worse, your safety feels at risk. One time, I refused to tip, and my bill mysteriously included items I never ordered. It’s draining and unfair to loyal customers like me.”
Exposure to global practices has further complicated the Kenyan context, with some employees expecting tips on par with international standards, despite differing economic realities.
Photo credit: Shutterstock
For club attendants like Peter Otieno, who works at a popular lounge in Naivasha, tipping has its challenges. “I understand why customers complain, but many of us live paycheck to paycheck. When a regular doesn’t tip, some staff take it personally, and it creates tension. Personally, I try to give my best service regardless of whether I’m tipped or not, but not everyone sees it that way. Unfortunately, this ruins the relationship between customers and staff.”
This culture has turned tipping into an unspoken obligation, particularly in the nightlife scene, where customers feel penalised for not conforming. It highlights the need for structural changes in how workers are compensated and how customer loyalty is rewarded.
Tipping elsewhere
Globally, tipping practices vary widely. In the US, tipping is almost mandatory, as service workers often earn below minimum wage. In Japan, however, tipping is rare and can even be considered offensive. Kenya falls somewhere in the middle, where tipping is culturally accepted but lacks clear guidelines.
Exposure to global practices has further complicated the Kenyan context, with some employees expecting tips on par with international standards, despite differing economic realities.
The economic implications of this culture are significant. Businesses lose loyal customers who feel exploited, and potential customers are deterred by perceptions of unfair pricing.
James Wambua highlighted the ripple effect: “When a loyal customer leaves, it’s not just their business you lose. They tell their friends and family, and suddenly, your reputation takes a hit. It’s a tough balance because if employees feel undervalued, they’ll leave too.”
To address this growing problem, businesses are exploring various solutions. Some are introducing clear tipping policies while others like Jumia Online Shopping have added service charges to bills, ensuring employees are fairly compensated without pressuring customers. Others are focusing on rewarding loyalty.
Susan Wambui has introduced a loyalty card system at her barber shop. “Customers who visit us five times get their sixth service free. It’s a small step, but it’s helping us rebuild trust with our clients,” she said.
"We've introduced a loyalty card system where each client’s visit is marked, and on the tenth visit, they receive a free service. While tipping remains optional, the management ensures the worker is fully compensated for their effort during the complimentary service," explained Mary Wanjiru, the manager at Bubbles Car Wash Banana.
James Wambua is piloting a profit-sharing model at his car wash, where employees receive bonuses based on the business’s overall performance. “When employees see the bigger picture, they stop focusing solely on tips. It’s about creating a team mentality,” he said.
Paying employees a living wage is another critical step. Employers must address the root cause of tipping dependency by offering better salaries. This would alleviate the pressure to demand tips and create a fairer system for both customers and workers.
Customer service training also plays a vital role. Employees need to understand the importance of long-term relationships over short-term gains. Exceptional service, rather than entitlement, should drive tips.
As Kenya’s service industry grows, it must adapt to ensure customer satisfaction and employee welfare coexist harmoniously. Businesses that prioritise loyalty and fair practices will not only retain customers but also thrive in a competitive market.
The challenge lies in redefining the tipping culture—moving away from entitlement and toward genuine appreciation. Only then can both the businesses and customers feel valued in the exchange.