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	<title>BU Now &#187; Restaurants</title>
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		<title>At Restaurants, Toilets as Important as the Meal!</title>
		<link>http://blogs.bu.edu/bunow/2008/11/21/at-restaurants-toilets-as-important-as-the-meal/</link>
		<comments>http://blogs.bu.edu/bunow/2008/11/21/at-restaurants-toilets-as-important-as-the-meal/#comments</comments>
		<pubDate>Fri, 21 Nov 2008 13:00:38 +0000</pubDate>
		<dc:creator>Lauren Davalla</dc:creator>
				<category><![CDATA[Uncategorized]]></category>
		<category><![CDATA[Restaurants]]></category>

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		<description><![CDATA[A recent survey found that Americans who eat out care as much about the restaurants&#8217; bathrooms as they do about the food. Boston University School of Hospitality Assistant Professor Peter Szende hopes these new findings make restaurants rethink their tactics on customer retention: &#8220;Restaurants discreetly direct their customers to the bathroom as though it were [...]]]></description>
			<content:encoded><![CDATA[<p><a href="http://blogs.bu.edu/bunow/files/2008/11/szende2.jpg"><img class="alignnone size-medium wp-image-89 alignleft" style="float: left" src="http://blogs.bu.edu/bunow/files/2008/11/szende2.jpg" alt="" width="145" height="171" /></a>A recent <a title="survey" href="http://www.tourism-review.com/top_weekly_full.php?id=1227"><span style="color: #3366ff">survey</span></a><span style="color: #000000"> found that Americans who eat out care as much about the restaurants&#8217; bathrooms as they do about the food. Boston University School of Hospitality Assistant Professor <a title="Peter Szende" href="http://www.bu.edu/hospitality/people/faculty/szende/index.shtml"><span style="color: #3366ff">Peter Szende</span></a> hopes these new findings make restaurants rethink their tactics on customer retention: </span></p>
<p><span style="color: #000000"><em>&#8220;Restaurants discreetly direct their customers to the bathroom as though it were an amenity beyond their control, outside the boundaries of their core service responsibilities. Most restaurants have well-defined strategies how to turn a table, how to make sure that each customer gets a clean table and a friendly server. Unfortunately, very few restaurants consider the bathroom visit as part of their service blueprint. The bathroom experience should be designed similarly to the meal experience in a way that guests find it so memorable that it should be repeated over time. The active participation and &#8216;physical immersion&#8217; enables restaurants to easily stage the experience and provide a relief from real life by engaging customers with distinct and rich esthetic &amp; entertainment elements. &#8220;</em></span></p>
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