Monitor Clean Bathrooms and Keep Customers Happy
C-Store bathrooms were not always clean, which could affect overall business.
The busy and profitable c-store was operating very well, but the bathrooms were not being kept clean according to spot-check results. Because it was so busy, it was easy to let the upkeep of bathrooms slip. Customers had reported a few issues. Since travelers will frequently choose where to stop based on bathroom cleanliness, it was likely that the store was losing business.
Electronic survey devices – a wall-mounted tablet with a single question – were installed next to the restrooms. The BandyWorks custom surveys were taken 40-50 times per day and were showing 60 to 90 percent ‘clean’ feedback, but the results were not consistent. The data from the survey were analyzed to determine the time of day that the non-clean ratings were given. After analysis, it was discovered who was generally responsible for bathroom duty at the times the ratings were down.
By reviewing the results with the staff, the manager was able to explain the expectations. Obviously, she had to follow-up. Bathroom ratings went up for a while. Later, and perhaps not surprisingly, the ratings fell. This time it was easier. The same process, analysis followed by coaching, was followed. Additionally, reminders created. The store manager now discusses any dips below an 80% clean rating.
Customer feedback is honest – sometimes brutally so – but makes things happen. No one likes bathroom-cleaning duty. Therefore, frequent reminders and coaching are going to always be part of C-Store management. Naturally, measure what you want to improve. First, analyze time-based information. Then, study the patterns to understand the issue. Finally, an on-going solution can be applied.