Before 2008 comes to a close, I'd like to report on two noteworthy restroom renovations in my city. First came the upgrade at Nordstrom. The Nordstrom restroom has always been special, as discussed in my book, because it was the first bathroom in town to generate buzz: Women had never seen the likes of this in a retail facility. As a regular user, I knew I could always count on it to be clean and attractive, but I also saw firsthand how eighteen years took a toll on this washroom's initial grandeur. Conditions gradually went downhill as the upholstery in the lounge area became threadbare, the end tables were carved with graffiti, the diaper dispenser was jammed with the same quarter and out of service for more than a year, and the sign for the "Mother's Room" lost a letter and became the "other's Room". When Nordstrom did a store overhaul last year, the restrooms were wisely included in the plan. In fact, they were completely gutted. Everything became fresh and new. The water faucets were upgraded to touchless models — and a big mistake in the original restroom's design was rectified: The paper towel dispensers had been placed so high that short women had trouble reaching the lever... and everyone had to deal with the discomfort of water running along their arm as they stretched to dispense a towel. This time around, the towel dispensers are nice and low. There was one little glitch when the restroom first re-opened: no purse hooks (a major faux pas) causing one woman to yell out loud from her stall "You think they'd at least have a place to put a purse!". I was about to report the oversight, but several weeks later, hooks appeared...and the restroom has regained four-star status as a local pit stop for shoppers.

Next on the list is the Albertson's grocery store chain. All stores in my area were remodeled in 2008, and, again, the restrooms were remembered. The contrast between before-and-after at Albertson's is striking because the ladies' room had previously been industrial and dirty, in the style of most local grocery stores. In the new, improved Albertson's restroom, the clutter is gone ... and there is decor. It features pretty colors, wood moldings, a freestanding wooden cabinet (a nice piece of furniture) for storage, and new dispensers. Albertson's corporate is to be commended for this thoughtful — and much appreciated — effort. Your customers have noticed!

Both of these remodels have incorporated some of the many suggestions in "Skip to the Loo!". The bathroom is a barometer of gracious customer service. It says a lot about your business — and simple touches, without going to the extreme of an expensive remodel, can make a big difference.