The mens’ room at the airport is normally a purely functional facility that lacks any sign of esthetics. It’s all about porcelain, tiles, sinks and mirrors configured to handle high-volume traffic.
But when I stepped into the Men’s room in in Councourse D at Baltimore-Washington International Airport (BWI) last week, something there was different. Flowers. A simple bouquet of yellow daisies, placed neatly in a glass vase at the end of the counter. (Actually, I think the vase was an empty beer glass, but that didn't matter). Nothing ornate or over the top. Just a simple glass of fresh flowers.
- We care about our customers enough to put fresh flowers in the restroom.
- We know that in some subtle way, these flowers will make you happier.
- We know that you’ll care too; care enough to keep this bathroom clean for your fellow customers who follow.
What exactly is it about a simple vase of flowers that gives it the power to impact the customer experience?
Flowers are visible, they’re unexpected, and they contrast the surroundings.
What surprise element can you put you build into a high-traffic environment, that’ll noticeable and trigger happiness?