On Bathrooms: Qualifying the guest experience by way of the water closet

How often have you had a noteworthy dining experience, only to rise from your seat at the table, venture toward the restroom, and discover a complete disconnect from the establishment’s brand?

Let’s look at coffee. The shop founders have taken the time to procure the lightest locally-roasted, mindfully sourced beans. Mugs are made by a local ceramicist. They’ve installed gorgeous marble counter tops and polished hardwood floors. Possibly a skylight or two. Hip music vibrates from the spinning vinyl by way of vintage wooden speakers, and almond milk is at the ready for the lactose faint of heart.

Freshly roasted beans sit perched atop reclaimed wood shelving, packed into tailored, crisp, handsome bags. All of the proper home brewing equipment one could need is tastefully merchandised alongside. The crowd resembles the ideal of any third wave coffee shop proprietor: Warby Parker eyeglass-wearing lads, ladies sporting skinny jeans and Freda Salvador shoes, and the latest duo discussing the terms of a deal as they cross the threshold.

Such a thoughtful, design-forward flow through the café up to this point. Why, then, is the bathroom not factored into the comprehensive guest experience?

I can’t say for certain whether it was the rolled cloth hand towels, the locally-made gently fragrant lavender hand soap, or the Broken Bells echoing from the hidden speaker the first evening I dined at Frances, but in that moment I thought, “Yes. This works.” I felt the palpable richness of the brand experience. Someone was thoughtful enough to extend the same attention to detail and aesthetic that caressed the dining room into the restroom. It matters — perhaps more in favor of the quality of the experience than the bottom line — and it makes a difference to those who notice.

Often, restrooms appear to be a complete afterthought. Perhaps, however, it’s actually a conscious thought to splurge for an extra La Marzocco espresso machine. Figure, the café owner can expedite the line more efficiently, and let’s be honest, La Marzocco designs pretty sexy machines.

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