Outsourced janitorial services can help address customer concerns regarding business cleanliness.
Janitorial Services and Customer Concerns Regarding Business Cleanliness
A recent report released by Proctor & Gamble, which surveyed more than 1,000 consumers regarding their patronage of small businesses, noted several customer concerns that negatively impacted their impression of an organization, as well as how they reacted to businesses with dirty facilities.
According to the survey, 92% of respondents stated that the cleanliness of the facility was an important factor in determining the potential for repeat business.
Regardless of the business type, the three most common factors earning the ire of current patrons, as well as the likely loss of future business were:
- Foul odors.
- Dirty and poorly maintained restrooms, and;
- Sticky or dirty floors and tables.
Business Cleanliness Matters
According to the survey, the primary areas of concern were, in order of importance:
- Bad smells.
- The cleanliness of public spaces.
- Dirty or sticky floors and carpets.
- A fresh or clean aroma.
- The accumulation of trash and litter.
- Clutter, and;
- Smudges or marks on windows.
Of particular concern to business owners was how consumers stated they would respond when encountering one of these issues:
- 54% said they would mention the problem to a staff member to address immediately, however;
- 36% would tell their family and friends about the incident.
- 31% would leave immediately.
- 22% would request to speak to management.
- 10% would leave a negative review online, but 5% said they wouldn't notify anyone at the business about the issue prior to leaving the review, and;
- 6% said they would take pictures to share with family and friends.
Conversely:
- 95% felt that the cleanliness of a business could elevate it from good to great, and;
- 74% stated they would overlook slow service if the business was noticeably clean.
The Reality of Online Reviews and Social Media
Prospective patrons are routinely turning to online review sites and social media before doing business with a new company.
- 91% stated they were more likely than not to leave a negative online review, regardless of service, if the business had dirty public spaces, such as lounges, restrooms, and lobbies.
- 38% indicated they check online reviews and social media, specifically for indications of poor cleanliness prior to visiting, and;
- 28% said they would check out a companies website after reading positive reviews.
Keep in mind that, while it is possible to maintain some small level of control over public online reviews, word of mouth traveling via social media sites, such as Twitter and Facebook, can spread quickly and have a significant impact.
Whether that impact is positive or negative for the future of your business seems to hinge on the quality of your organization's janitorial services and facilities maintenance.
Green Cleaning Tips
Depending on the foot traffic, season, and floor type, your organization's floor care service will vary, but the following is generally recommended:
- Place walkway and entry mats at strategic locations to prevent dirt, germs, and other debris from being tracked in from outside, as well as provide an additional layer of safety for your customers, and protection for your carpets or floors.
- Vacuum, scrub, and mop the floors daily.
- Clean up spills immediately, and;
- Remove stains as soon as possible.
Research has consistently identified publicly accessible restrooms as a major pain point for customers and businesses alike.
- Clean the restrooms from top to bottom every day, more based on season and foot traffic.
- Don't skimp on the toiletries. Customers have shown a strong affinity for businesses that use their favorite brand of toilet paper and other products commonly found in their homes, and;
- Keep trash off of the floor and empty the bins well before they fill up.
Foul odors can come from many sources, including your cleaning products.
An important factor to keep in mind is that clean should not smell, and fresh air is always preferable to perfumed.
To address that challenge cost-effectively:
- Switch from cotton or cloth towels and mops to microfiber. Microfiber is more absorbent and technically antimicrobial.
- Ditch the harsh smelling toxic cleaning products you're currently using and switch to certified green cleaners and disinfectants, and;
- Install touchless and IoT monitored devices in your restrooms to cater to customer demand.
References & Resources
Takeaway
The facts and research pointing to the necessity of a high-quality cleaning and maintenance program continue to mount.
Not only are customers voicing their opinion to family and friends, they are sharing their experiences across online review and social media sites.
More and more, potential customers are checking online to see if the organization they wish to patron has had any recent complaints regarding hygiene and cleanliness.
If you would like to learn more about the role janitorial services play in maintaining customer expectations regarding business cleanliness, contact us today for a free quote!
In Bakersfield CA, call (661) 437-3253
In Fresno CA, call (559) 206-1059
In Valencia CA, or Santa Clarita CA, call (661) 437-3253
