Last year, we asked if you thought that your restrooms would “pass the mom test“? In other words, would the hypothetical mother in the article decide to bring her daughter back to the game store in question if the restroom was a mess. In this article, I will expand on this concept to discuss the importance of restroom cleanliness.
The Retail Restroom Experience
In a 2010 Harris survey poll, 86% of the people survey equated the cleanliness of a restaurant’s restroom with the cleanliness of its kitchen and 75% percent said that they would not return a restaurant with a dirty restroom. Now, you might say, “Well, my store isn’t a restaurant. I don’t think that people would be that critical.” Fair enough. Your store may not be a restaurant, but many of your stores do serve food of one kind or another. Whether you have a pub or café attached or if you just carry sodas and candy bars, people are probably consuming food of one kind or another. And nothing turns a stomach faster than a yucky restroom.
Building Customer Trust
Customers that experience an unclean restroom are more likely to develop a negative perception about other facets of your business. Subconsciously, they will begin to scrutinize your store more closely and question what other aspects of your operations are being as poorly managed. This can lead to distrust, and worse… less frequent visits.
Also, it’s worth noting that a messy restroom can set the tone for your staff’s approach to their cleaning habits. This can lead to the normalization of cluttered and disorganized areas under the counter and in storage rooms. Many already see the restroom as a “behind the scenes” location in your store, but nothing could be further from the truth. In fact, I’ll take this idea one step further…
Your bathroom should be the cleanest part of your store.
It should be the neatest, best stocked, well maintained part of your establishment. An immaculate bathroom will set customers at ease, and even make them feel safer.
Also, if a restroom is clean when a customer or employee enters, they are far more likely to attempt to maintain that level of cleanliness.
So, how can we go about maintaining your stores restroom and maintaining a positive environment for your customers and staff?
Here’s How You Make It Happen.
Develop and Maintain a Restroom Cleaning Schedule – Your restroom should be thoroughly cleaned and inspected at least once or twice a day. During this process, the toilet should be scrubbed, paper towels and toilet paper restocked, mirror cleaned and floors swept and mopped. Then it should be reviewed to make sure that employees know what is expected of them.
Revisit Your Restroom Throughout the Day – Depending on your stores traffic, you should probably check your restroom hourly for a “spot cleaning” The goal of spot cleaning should be to keep your bathroom free of spills and debris. By doing this, you can help keep the area dry and safe for everyone. Also, you will make the daily cleaning process that much easier for the rest of the team.
Make Sure That You Have the Right Tools – You can’t expect your team to clean with out the right equipment. They’re going to need a multitude of items including gloves, scrub brushes, glass cleaner, floor cleaner, a broom and a mop, and a variety of materials so that every task has the right tool.
Inspect the Hardware Monthly – Check the faucets and toilets for leaks. Inspect the toilet seat lid to make sure that the bolts are secure. Make sure that all of the light bulbs are functional and bright. Confirm that all of the dispensers are secure, working, and full. If you choose to have advertising frames in your restroom, make sure that frames are undamaged and the promotions posted are up to date.
If you stay on top of these processes, you will grow your customers trust and appreciation and they will be more than happy to continue visiting your store.