Florida diners may see a change at Ford’s Garage restaurants after the chain’s president, Billy Downs, said the company is listening to consumer feedback on its automatic 20% service charge. The fee, currently being tested at five locations operated by franchisee 23 Restaurant Services, was introduced as part of a team‑service model that replaces traditional tipping with a commission‑based pay structure.
Why the charge was added
According to the franchisee’s website, the service charge is meant to provide more equitable compensation for servers, bartenders, kitchen staff and other support employees. Under the model, servers and bartenders earn commissions on sales, while the charge helps fund higher hourly wages for all front‑of‑house staff. Marc Brown, president of 23 Restaurant Services, said the program has resulted in “significantly higher average hourly pay” for employees at locations that use the charge.
Customer reaction
Downs acknowledged that while many guests appreciate the Ford’s Garage experience, a portion of diners are uncomfortable with a mandatory fee. “There’s been some big wins, and there’s been consumers that just do not want to pay a service charge,” he said. He added that the company is reviewing the policy and may adjust it based on consumer sentiment.
Impact on business performance
Brown noted that criticism appears to come from a relatively small percentage of patrons. He pointed out that most participating restaurants have seen year‑over‑year growth after operating under the model for several years. “Most guests aren’t bothered by the fee because they like the Ford’s Garage experience,” he said.
How the fee is disclosed
The service charge is disclosed to customers both verbally and in writing before they order, giving diners the choice to dine at the location or seek alternatives. Brown likened the charge to a higher menu price, stating, “To us, it’s no different than just charging a higher price on the menu.” Additional tips remain optional.
Other fees and pricing
The Plantation, Fla., location near Fort Lauderdale also adds a separate 1% entertainment fee assessed by the shopping center. The restaurant’s website clarifies that this fee is passed directly to the retail center and is not retained by Ford’s Garage or distributed to employees.
Company background and pricing
Founded in Fort Myers in 2012, Ford’s Garage has expanded to 36 restaurants across nine states. Downs said the chain emphasizes affordability, with an average check of about $26 and weekday value meals starting at $10.99. He also stressed the importance of consistent, high‑quality service, noting that great hospitality can help alleviate customer concerns about any additional fees.
Next steps
Both Downs and Brown said discussions about the service‑charge policy are ongoing. “We have not made any decisions, but we talk about it regularly,” Brown said. The chain plans to continue monitoring customer feedback and employee outcomes before deciding whether to retain, modify, or discontinue the mandatory charge at the test locations.
As restaurant operators across the nation grapple with rising labor costs and changes to tipped‑minimum wages, Ford’s Garage’s experiment reflects a broader industry conversation about how best to compensate staff while keeping meals affordable for families.
Original reporting: Fox News (HLL/CB) — read the source article.
