Popular restaurant chain may rethink controversial service charge after customer backlash

Ford’s Garage may be reconsidering a controversial policy that automatically adds a 20% service charge to customers’ checks at select Florida restaurants, with the chain’s president acknowledging that some diners are unhappy with the mandatory fee.In an interview with Fox News Digital, Billy Downs said the policy, which is being tested by one franchisee at five Florida locations, remains under review.“I think that we need to listen to the consumer on those things, to be honest with you,” Downs said.“So, we are, and we may be encouraging a change to that program.”Marc Brown, president of franchisee 23 Restaurant Services, told Fox News Digital the program has been largely successful, resulting in higher wages for employees without alienating most customers.“Our servers in the locations that run our service charge program are making significantly higher average hourly pay than our servers and bartenders in locations that do not have it,” Brown said.The policy is part of a team service model introduced by 23 Restaurant Services, which operates Ford’s Garage restaurants throughout Florida.Rather than relying on traditional tipping, the model automatically adds a 20% service charge to each check to support a commission-based compensation structure.Servers and bartenders earn commissions based on sales, while the model is also designed to provide more equitable compensation for kitchen and support staff, according to the franchisee’s website. Additional tips are optional.Downs said the experiment was intended to explore whether a different compensation model could help control costs while rewarding employees for their service.“It certainly was a test to see if this can help keep the cost down to the consumer, as well as reward the server,” he said.The Ford’s Garage location in Plantation near Fort Lauderdale is among the restaurants that have implemented the policy “in lieu of a traditional gratuity,” according to its website.

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