Some service seekers claim that certain service providers expect a tip at all times, which leads to poor service delivery when customers fail to provide one.
Several citizens who spoke to RBA mentioned that after receiving a service especially in hair salons if they do not tip, they experience a noticeable decline in service quality upon their return.
Muhimpundu Epiphanie shared that she sometimes avoids going to a salon if she doesn’t have extra money for tips.
She said, “There’s a particular salon I go to in the city. If I realize I can only afford the service fee without extra money for tipping the hairdresser, the washer, and others, I prefer to go elsewhere where they don’t know me.”
Mutabaruka Jean D’Amour, a barber, admitted that receiving a tip makes him happy and encourages him to serve the same client with enthusiasm when they return, hoping to receive another tip.
On the other hand, Igiraneza Esther, a manager of a restaurant in Kigali, stated that they train their staff not to expect tips, as it can lead to poor service when they are not given one, ultimately driving customers away.
She explained, “A customer who gives a tip is welcomed warmly, but in reality, that is not why we hire employees. They already receive salaries, so tips should be an extra bonus rather than affecting service quality due to the absence of one.”
Economic expert Habyalimana Straton highlighted that the service industry is a key pillar of Rwanda’s economic growth. While he acknowledged that tipping can motivate workers, he emphasized that it should not be mandatory.
He said, “A tip is an optional reward that a customer gives voluntarily to a service provider. The debate often revolves around its amount what is reasonable, what is excessive? This issue must be considered carefully because when tipping becomes too demanding, it can drive customers away.”
The culture of tipping originated in Europe between the 14th and 17th centuries, where wealthy individuals would voluntarily pay extra money for services provided by the less fortunate.
Later, in the 19th century, American tourists visiting Europe embraced this practice and introduced it to their homeland. Over time, tipping spread to other countries, and in some places, it even became a legal requirement.
In Kigali, some hotels have introduced a designated Tip Box, where collected tips are distributed equally among all employees.
