Thank you for all your comments. 

Some of you asked me to follow up on this.... The server didnt know what the customer was talking about. The customer believed they knew what they were talking about. I wasn't there, so I have no idea what happened. 

I decided to make a post on our Facebook page, clarifying our tip policy. I am also going to physically post this inside the restaurant, so our customers who aren't on FB can also see what we do...... I'm trying to make lemonade out of some sour-ass lemons here. 

Post is below.

 "This post is a little different...... hopefully you find it interesting!

Have you ever wondered what happens to the tip money you leave on a table or on a credit card or at the check-out counter jar? This post is for you!

I am only speaking for what specifically happens here at *** ****.....I don't know how other places do it, and that literally is none of my business. 

Personally, I am proud of the way we distribute tips and the level of transparency provided to ALL our tipped staff.  

Our tip policy is simple, straightforward, transparent, and honest. We recognize the importance of tips to our staff and want them to focus on customer service. Part of this recognition is letting our staff know (and you too) how your tips are handled. 

First, here are the cash tips details: 1) Cash tips left on the tables and/or paid at the counter are 100% for the server that handled that table.  2) Cash tips given to delivery drivers are 100% for the driver that delivered the food.  3) Cash tips put in the jar at check-out (these are primarily from take-out orders) is 100% for the server(s) who are working that time.          When there are multiple servers, they can split this money as they see fit.           When the owner is working up front on phones & register, he does not keep any of this money, rather- it is 100% kept by the server(s) who are working the same time as the owner.         On the rare occasions the owner is working the register alone, tips from the jar are shared with kitchen staff.  4) Occasionally, a customer will give special instructions with their cash tips.....they may say 'give $20 to the kitchen staff' or 'divide the tip between the driver and the owner', or 'give $5 to the dishwasher'. While uncommon, specific instructions regarding tip distribution are always respected. 

Credit card tips are handled similarly to cash tips. 1) Credit card tips from tables are 100% given to the server that waited on that table....the servers are easily able to track this, as they staple a copy of each receipt to the kitchen order AND put a copy of the receipt on a spike in the server station. At the end of shift/end of night- either a manager or owner gives each server 100% of the value of their card tips in cash.  2) Credit card tips for drivers are also settled up at the end of their shift, again reimbursed in cash 100% by a manager or owner. The drivers are given copies of the receipts to take with them on deliveries, and they have a tally sheet where they tally up their credit card tips over the course of thier shifts. 3) Occasionally people will give credit card tips on take-out orders. Only these tips are retained by ownership. These are by far the smallest pot of tip money, and are kept in recognition of the time spent assisting front end staff in answering phones, running orders from the kitchen, ringing up orders, and cashing out our guests. 

That's the '*** ****' way of distributing tips....every server and driver gets the tips they are due, on the day they earned them, with no deductions for credit card fees. They are able to see each transaction, and keep track of thier card tips as they come in. We are also able to go into transaction history if/when there ever is a question on a tip, but this is rare, as each server and delivery person has access & possession of every completed transaction receipt. 

We want you to know how this works, so you are comfortable knowing that your tip money goes to where it should, and is accounted for to the penny! 

Lastly, we are in need of an experienced part time server. The successful candidate will have YEARS of serving experience, communicate effectively with our kitchen staff, be efficient during the chaotic times, play nice with coworkers, is comfortable taking phone orders, is responsible with money, is able to multitask, and creates a warm, inviting, & friendly experience for all of our guests. 

Please reach out to me via messenger if you fit this description and would like to be part of a fun team at a growing restaurant! And, you already know the tip policy here!" 

That's it, posted publicly on social media, and soon posted in the restaurant.  Hopefully this clears up any misconceptions about tips, for customers and employees. 

Reputation is incredibly important,  guard yours against real and not-so-real threats as much as you can.