So, you want to make a great impression. The company has invested in sleek branding, customer service training and a highly desirable product range. Your premises and team have the wow factor, but what about the toilets?
From small independents to large corporations, so many businesses let themselves down when it comes to the bathroom facilities. This is despite the fact that this small room is often the first or last place that customers will visit. As such, it leaves a strong impression on their mind.
At this point, why not stop and go have a look at the lavatories. Are they consistent with the style and integrity of your brand?
Why your Business Needs Great Toilets
Helen Pettifer Training is in the business of customer service. Our job is to help employees to understand their company from the customer’s perspective. What I want to emphasise is that every aspect of the customer’s experience counts.
You can work your socks off to deliver great customer interaction, but all that effort can be wasted if the toilets are messy, or in some cases absolutely disgusting!
There is absolutely no excuse for any customer to find toilet seats are broken or missing or the taps and dryers don't work. Even worse are the simple fixes, such as no toilet roll, soap, paper towels or an over-flowing bin. This lack of care speaks volumes about the organisation. If this is the standard that you are happy for customers to experience, what do your staff have to put up with?
To make the importance of hygiene very clear, a YouGov survey conducted by Cannon Hygiene found that 97% of Brits would not return to a café, restaurant or hotel with dirty toilets.
Oh yes, #ToiletSelfie is a thing.
Some businesses have pulled out all the stops to ensure that popping to the powder room is a delightful experience. They may have used beautiful tiles, stylish taps, mirrors and lighting to create a room to remember for all of the right reasons. Their toilets have become a talking point, which attracts many other visitors.
In Aylesbury, The Broad Leys pub opts for a decadent design that really adds the wow factor. The décor is amazing and there are quality soaps and hand creams on offer. This is a busy pub and restaurant, but the toilets are always immaculately clean, fresh and tidy.
In research undertaken by Fragrance Direct, the most Instagrammed #ToiletSelfie was taken in Sketch, London. On average, 90 photos per day were posted in this impressive bathroom in 2018. That is a powerful marketing tool.
The Toilet Cleaning Rota
Let’s be honest, the toilet cleaning rota is not often the favourite aspect of a job description. However, if the bathrooms are checked very regularly – I would suggest every 30 minutes in the hospitality industry and hourly in any other business - then it should be simple.
Every check should include a wipe down of sinks and toilet door handles with a paper towel and disinfectant. Empty the bin, top-up supplies and flush as necessary. The more you take pride in the restrooms, the easier the job becomes.
Let every member of the team do a stint on the toilet rota, including the managers. This way it is seen as an important, rather than degrading task.
You may not want to go all out on bathroom design, but freshly painted walls and clean facilities are essential. Add a mirror, tasteful soap dispenser and add colour with trendy door handles, tiles or plants and you are on the right track. The main thing is that it is easy to maintain high standards.
The entire customer experience counts. The toilets may be the smallest room on your premises, but they can make quite an impression – make it a good one.