Was This Restaurant Yours?

After I wrote the post of July 11th, Eating Off The Floor, I received many comments that I was not able to print due to a variety of reasons, not the least of which is a strong need for anonymity.

Even some restaurateurs were upset because they too had experienced nasty restrooms in their trading area and travels; they were ashamed of those other operators who allowed such conditions to exist.

Then I received an email from a colleague in Canada. They told me the story of driving home this past week, stopping in a (name of restaurant chain withheld; but you know who  you are, right?) along the highway, near Toronto. Let me call this couple Henry and Flo for sake of anonymity. Keep in mind that Flo is a veteran nurse with many years of medical experience. The 'story' is being related by Henry, in his words.

Here is what he told me…

"Roy, unlike the conditions you described in your recent article, we had just the opposite experience. We stopped at the Whitby exit (name of restaurant) just off the 401 (major thruway). We both used the washrooms. I watched as Flo left her washroom and I knew something was wrong by the look on her face.

She watched an employee (presumably in uniform) go behind the counter to serve the public. Flo said to me, that the employee did not wash her hands. Flo then proceeded to confront this employee in front of all the customers and employees.

The young girl then quickly rinsed her hands near the counter (obviously not bothering to use any soap). Of course, Flo told her that was not good enough. The expression on the face of an older woman employee said it all. This young one was in a lot of trouble.

Flo called the (restaurant's) head office and got a song and dance; but not much satisfaction. Being in the business that Flo is in, we have gotten into the habit of watching out for this sort of thing, even at the local Deli and Meat Store, e.g. mixing meats, fowl and fish without switching gloves.

These types of impressions go a long way and with the number of people we know and tell about this type of experience, it sure can hurt a business' reputation.

We have also complimented a place that has a clean washroom.

Of course the opposite happens more often."

Those were his exact words.

Now I'm willing to bet that if Flo had not been given the 'runaround' by a salaried employee working at the head office; but had been treated as if she really was important — with concern, courtesy and a desire to make sure this didn't happen again — Flo would have likely been satisfied.

If it was your own restaurant, how would you have reacted?

When was the last time you took a long hard look at your restrooms?