A Loo With a View
March 16, 2006
It started with Dave Young’s
blog overheard in a men’s room. Then Sonja posted an article on her blog called The Art of the Loo. This week I got an email from my friend Ankesh Kothari. The subject –
architectural delight in restrooms. And it’s pretty darned amusing. I'd recommend reading it. Apparently,
enhancing the customer experience in the loo is a hot architectural trend.
“You’re kidding,” I said.
“Nope. One of the biggest complaints I hear from customers.”
Now I’m not going to tell you
the industry – it wasn’t food service (BTW however, it is true what they say about
a restaurant with a dirty restroom. After all, they let you see the restroom.)
But, I wouldn’t have thought that to be a big problem in this business. Apparently, cleaning the restroom is one of those jobs that “everybody” is sure that “somebody” will do, and as
a result "nobody" does it.
There are no boundaries to
Customer Experience Architecture. Most businesses see their public restrooms as nothing more than a convenience they offer their customers, never realizing it conveys a louder message than their mechandising. Nothing is off-limits to the scrutinizing
eyes of your customer. Most businesses don’t have the budget to design and
build elaborate restrooms. But anybody can sweep the floor, empty the trash, and wash the sink.
Maybe even feature some artwork on the walls – right, Sonja?
It only takes a little effort to have a loo with a view. Heck, "anybody" could do it.
Special acknowledgement to
my Brit friend, Jo Stephens, who was the first person to explain the word "loo" to me. Okay, so I've lived a sheltered life.
Enjoyed reading your post as it is relevent to our (nancy and mine) recent artistic venture in the local public loo, place of easement, netty, thunderbox or whatever else it is called :)
Posted by: corrine | June 20, 2006 at 06:48 AM