Through a special arrangement, presented here for discussion is a summary of an article from Convenience Store Decisions magazine.
With the c-store industry's growing presence in foodservice, 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.
QuikTrip, which operates 537 stores across the Midwest, attracts a large number of commuters that specifically stop in to use the bathroom. Parents also seek out clean restrooms where they can take their young children. "When I'm at my kids' soccer games or baseball games and you see some of the toddlers who need a restroom break, it's interesting to hear a parent say, 'hang on until we get to QuikTrip,'" said Mike Thornbrugh, a spokesperson for the chain.
McDonald's has one person on every shift personally responsible for checking the restrooms on a set schedule to ensure they are stocked and clean.
"I think they're rewarded with a lot of customers who wouldn't go to a place without clean restrooms. A lot of elderly customers sometimes can't go anywhere without a restroom whether it's a restaurant or a c-store," noted Brandon O'Dell, a consultant for O'Dell Restaurant Consulting.
QuikTrip, like McDonald's, has a planned schedule for when restrooms are to be cleaned as well as the store itself. But, Mr. Thornbrugh said, that while having a cleaning schedule is important, that alone is not always sufficient -- a chain's employees also need to be ready to respond to various factors. For example, bad weather days can lead customers to track in mud or snow, or one day could see a huge influx in customers using the restroom, meaning more frequent cleaning and restocking could be necessary.
Rutter's Farm Stores also uses a restroom cleaning checklist and requires employees to check the facilities restroom for any issues a minimum of two times per shift, and also to clean and correct any problems they might see when they themselves use the restroom. The chain also provides each store with a mobile cleaning device to make the cleaning process more efficient. What's more, the chain provides a button in each restroom that a customer can press if they are unhappy with the condition of the restroom.
Just what should restroom checks involve? Employees should be checking supplies of toilet paper, soap and paper towels, as well as emptying trashcans and cleaning any wet spots on the floor. Sinks must be cleaned and the handles checked to ensure they are working. Equipment, such as hand driers, should also be tested regularly. Employees should also make sure the bathroom smells good and automatic air fresheners should be replaced if needed.
Other factors to consider include the overall condition of the restroom. "If paint's chipping off the wall or the floor is in disrepair, that defeats the purpose of cleaning the restroom," Mr. O'Dell said.
Discussion Questions: To what degree should operators encourage customers to see restrooms as a destination in their stores and restaurants? Are clean restrooms, as an attribute, underplayed by most retailers?