Building a Relationship in the Bathroom

A great customer experience company never misses an opportunity to build a relationship at a touch point. The restroom can often be overlooked by businesses, but the truth is that it says a lot about you.

Basic logic is that a restroom should be clean and meet the basic, rational needs for the customers. It is surprising that many businesses overlook even this step. Grocery stores surprisingly fail at this often. Sadly, what they don't realize is that people make a judgement that if the restroom can't be cleaned, then they question what part of the food safety isn't met. Even gas stations are realizing that upgrading the restroom is a way to build a brand with roadside travelers so that their brand is the one that people stop at for the mini mart and a fill up.

Most higher end businesses will take the next step up by using quality fixtures and making it a bit more like home. This is generally true for nicer restaurants. The cover to this blog is an example of how even the restroom sign can be an opportunity to express luxury to make people feel better about spending more.

But there are a few that really understand how to connect with the customer and provide an experience consistent with their brand promise. My favorite example of this was seen at Mama's Fish House in Maui, HI (seen in picture below). Every single detail reminds you that you are in Hawaii with things like fresh flowers (pictures of toilets not shown). Granted, it is an expensive tourist trap. But they can get away with it because people are willing to pay more for the experience.

The lesson is that a business should leave no stone unturned when it comes to finding opportunities and touch points to reiterate the experience. And that if you want to charge more, you can if you provide more in the experience.