That's not what I'm implying. I'm saying exactly what that sentence you quoted says.
Waiters have opted into a tipping system and their customers have too. Part of the expectation on both sides is that menu prices are lower in exchange for paying directly for service. If you want to avoid tipping culture then google around for restaurants that don't accept tips, or just do takeout. Mostly non-tipping restaurants don't last long in NA because they go out of business for a variety of reasons, one of which is that service tends to suffer.
The manager likely already knows who is good at their job and who isn't. If there was a breakdown, they wan't to know 1. so they can make it right with the dissatisfied customer, and 2. so they can help the server deliver better service, or fix the system if it was outside the server's control. So yeah, the manager is responsible for doing the best to ensure good service, and they are also the one who has the most power to make it right.
You will get way farther asking for them to make it right then you will by not tipping.
I know all this because I used to work for a very large restaurant chain. They had a spend in the hundreds of thousands for comping menu items because dissatisfaction always happens. Sometimes it is the customer's fault (ordering a steak well done, and then complaining about the texture), sometimes it is the restaurant's fault.
Waiters have opted into a tipping system and their customers have too. Part of the expectation on both sides is that menu prices are lower in exchange for paying directly for service. If you want to avoid tipping culture then google around for restaurants that don't accept tips, or just do takeout. Mostly non-tipping restaurants don't last long in NA because they go out of business for a variety of reasons, one of which is that service tends to suffer.
The manager likely already knows who is good at their job and who isn't. If there was a breakdown, they wan't to know 1. so they can make it right with the dissatisfied customer, and 2. so they can help the server deliver better service, or fix the system if it was outside the server's control. So yeah, the manager is responsible for doing the best to ensure good service, and they are also the one who has the most power to make it right.
You will get way farther asking for them to make it right then you will by not tipping.
I know all this because I used to work for a very large restaurant chain. They had a spend in the hundreds of thousands for comping menu items because dissatisfaction always happens. Sometimes it is the customer's fault (ordering a steak well done, and then complaining about the texture), sometimes it is the restaurant's fault.