Jonathan Marek

CSD: What Do Your Restrooms Say About You?

February 26, 2010

FROM RETAILWIRE:
In the c-store industry, a clean restroom can literally be the difference between a customer making a purchase or heading to the nearest restaurant. But a restroom is often a destination at a c-store. To what degree should operators encourage customers to see restrooms as a destination in their stores and restaurants?      [more...]

It all depends on location, location, location. In downtown San Francisco, I'd hate to be trying to maintain a free public restroom in a c-store as it becomes disgusting every 5 minutes! But outside of urban areas, it's a great idea, especially from multi-unit retailers that can establish a brand. Yes, QT and McD are the classic examples, but many regional c-store chains and QSRs could help their business by following suit. As a father of 3 small kids, it wouldn't take long to develop that brand with me!

The difficulty, of course, is the operations. QT and McDonalds pull it off because their operational controls over store activities are the best in the business. It's going to be harder for a Shell or a Burger King. But of course, investments in improving operational process execution have many other benefits as well.