Steve Montgomery

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...]

Gas stations were the traveler's source of restrooms for many years. As gas stations morphed into c-store gasoline locations they remained important, but many customers found that QSR's like McDonald's had more consistently clean restrooms and offered the chance to get in and out quickly (larger facilities).

As c-stores got more involved in foodservice they began to place an even greater emphasis on their restrooms because they realized the impact a clean restroom had on the traveler's perception of their food quality. When working with clients in the c-store industry we tell them they need to have a restroom tactic as part of their foodservice strategy. In addition to simply being very clean, we advise them to include the following:
A restroom pledge stating that we offer clean restrooms (and mean it)
A cleaning schedule that is posted where the customer can see it and that is adhered to.
Sign posted that emphatically states that employees must wash their hands before returning to work.
An 800 number posted that the customer can call if the restroom does not meet THEIR standards.
Consideration of a switch linked to a light visible to the clerk so a customer can indicate the restroom needs cleaning without having to interact with the clerk. Saves on the embarrassment factor.
We now recommend that they install the new high speed air dryers so that they can eliminate the potential paper towel mess on the floor.
Immaculate changing tables.

As pointed out by some of the earlier comments, customers form perceptions about an entire operation when they are given glimpses of what occurs in the back of the house. Restrooms are exceedingly important and can be a competitive advantage.