Creating A Consistent Retail Experience. The Bathroom!
For example, the Starbucks in Astor Place NYC:
Starbucks sells more than coffee and we all know this. They are selling an experience. They are selling a social space to their customers. Since they have the easiest and most accessible public bathroom in the neighborhood, they attract more than people just looking to get into a space to have some coffee or use the Internet. They attract non-Starbucks customers who just want to use the bathroom. But, upon entering, you are welcomed into a vile world of filth and germs. The toilet is gross, there’s graffiti on the walls, and the sinks are so disgusting that you don’t even want to touch them to wash your hands. This is a world that a customer should never experience. If Starbucks wants to gain and maintain their customers respect, especially with their female consumer, they must provide the same experience in the bathroom as they do on the sales floor. They must recognize that a healthy, clean and safe environment is essential in supplying a consistent experience. Also, that non-Starbucks customer who just came in to use the bathroom might actually become a customer once they leave the bathroom feeling good and clean.
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