Today I'm wondering ... how important are bathrooms?

Okay, let me backtrack a bit. I'm reading Tom Peters' "The Little Big Things: 163 Ways To Pursue Excellence". It's an excellent book -- especially for a business fresh out of a deep recession.

By "little big things", Peters is talking about the details of a business. Making sure you've gotten the basics right.

He is saying that before you spend on the $500,000 redesign to make your store look like a ballroom at Versailles, first go for a $5 vase of flowers on a table that makes people think of spring.

One great example of a little big thing: bathrooms.

The fact is, customers remember bathrooms -- the bad ones, and the good ones. (You know it's true.)

So as a first "little big thing", get your bathroom right.

Institute a procedure:

Clean every morning. Check every hour. Make sure it smells nice. Add a few flowers. Put up some few pictures -- old family pics, or maybe pictures of your staff members as children.

 

 

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