Ford's Garage may reconsider 20% service charge at some Florida locations

Key Points:

• Ford's Garage is reconsidering its policy of automatically adding a 20% service charge at select Florida locations after some customer dissatisfaction, with the chain's president, Billy Downs, acknowledging the need to listen to consumer feedback.
• The service charge, tested by franchisee 23 Restaurant Services at five Florida restaurants, replaces traditional tipping and aims to provide higher wages for servers and more equitable pay for kitchen and support staff through a commission-based model.
• While the policy has led to higher average hourly pay for employees and year-over-year growth at participating locations, some diners oppose the mandatory fee, prompting ongoing internal discussions about the program's future.
• The service charge is clearly disclosed to customers before ordering, and additional tipping remains optional; franchisee president Marc Brown argues the fee is comparable to higher menu prices and does not reduce employees' motivation to deliver quality service.
• The experiment reflects broader industry challenges with rising labor costs and changes to tipped minimum wages, and Ford's Garage continues to prioritize affordability and consistent hospitality to address customer concerns.