Here's a common mistake I see - you experience dining at its best, be it a hip new restaurant or a respected five star and need to visit the facilities. When you get there, you notice they cheaped out when it comes to the bathroom. Not just the toilet paper but the whole room. It's unpainted, or undecorated, or absolutely unappealing.
What you're experiencing is a major disconnect from your otherwise great service.
Is the kitchen like this? Where else are they cutting corners?
Inconsistency breaks trust. This isn't limited to restaurants as all service businesses are open to gaps in consistency that can scare off customers.
The opposite of this, is surprise and joy. In your hotel room you see the toilet paper is v-shaped. You walk into a hip restaurant bathroom to see a disco ball or cologne and hand towels in a private club bathroom.
What level of service you provide is determined by your gaps.
What you're experiencing is a major disconnect from your otherwise great service.
Is the kitchen like this? Where else are they cutting corners?
Inconsistency breaks trust. This isn't limited to restaurants as all service businesses are open to gaps in consistency that can scare off customers.
The opposite of this, is surprise and joy. In your hotel room you see the toilet paper is v-shaped. You walk into a hip restaurant bathroom to see a disco ball or cologne and hand towels in a private club bathroom.
What level of service you provide is determined by your gaps.
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