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What Your Bathroom Says About Your Business |
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Bathrooms – really? You can question my intellect and my sanity perhaps, but I believe your bathroom actually makes a huge statement to clients about your business.
I recently attended a board meeting at a friend’s office. During the course of the meeting, I visited the main floor client bathroom. It was incredible! Not in an ostentatious way but in all the ways that provide comfort for someone. I was absolutely blown away by the care and attention that had been given to the amenities provided in the bathroom. It was private, there were hand towels, there was … well, I won’t go on but the owner had thought about both male and female clients and how to make them comfortable.
Intrigued – as other attendees had also mentioned how wonderful the facilities were – I checked out the employee bathrooms on the other floors (never invite me to your home). Guess what I found? The owner had provided the same level of comfort and care for her employees as for her clients. She had thought again with attention to detail and concern for what people needed.
Would you want to do business with this organization?
The character of a business is everywhere. A bathroom may seem an odd choice for assessing client experience but it speaks volumes about how a business pays attention. In these bathrooms, you knew that the business thought carefully about what clients needed in all areas and how to make them comfortable in their environment. You just knew that the business actually would think about you as a person and how to provide the best experience possible. The fact that this business provided the same level of care and attention to the employees speaks even louder. This business knows how to treat people. I know that if I worked with this organization the service would be soundly thought out, carefully attended to, and positive. They would think about me.
Maybe I am making too much of a nice bathroom you say but I ask you to think about other businesses and their facilities (how is that for homework). How many businesses have you visited with these common, anti-septic, sterile, and even unkempt bathrooms? You just want to avoid the need and then feel uncomfortable. It just reeks of not paying attention to the details.
I have told this story to many people and, despite the laughing they all have stories of the good, bad, and the ugly. We do notice. My hat is off to Donna Alteen at Time and Space Media. Your bathrooms rule – and your business experience is exceptional for clients.
Other businesses like Strategic Coach in Toronto have similar facilities and the trend carries through – they think voraciously about their client’s experience with them and cover details in all areas. Even the bathroom!
People notice everything – I mean everything – about your business. You want the care and attention that you give to your client’s work to be apparent in all aspects of your business. It’s funny how bathrooms can speak louder than a tagline or marketing piece. Bathrooms mean business.
All I know is that I have to have a look at our bathrooms.
Just my thinking …
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