Petrogram - Fall 2017 - 16
Stall Your Business
By John Engel, Cintas Corp.
ith more than
nience stores in
the United States,
customers have an
abundance of stores
to choose from-and many options to
spend their hard-earned money. While
customer service, product variety and fuel
prices influence a potential customer's
decision and ultimately their satisfaction,
other attributes of the store also signifi-
cantly impact their experience.
A recent survey revealed that 95 per-
cent of people have a negative percep-
tion of a retail store if they encounter a
dirty restroom. In an industry that caters
to on-the-go customers, restroom cleaning
and maintenance programs can be a great
way to differentiate your store from the
competition and establish a routine flow
of repeat business.
To keep customers satisfied and return-
ing, convenience store owners and oper-
ators must invest time and resources to
provide a clean and pleasant restroom
experience. With a few easy steps, you can
ensure your business provides the best pos-
sible restroom experience for customers.
Step 1: Define "Clean" for Your
Before implementing your restroom
program, the perception of "clean" for the
store's main customer base must be deter-
mined. Unfortunately, there's no widely
accepted definition of "clean" because it
varies greatly with perception.
Users typically assess four key factors in
a restroom, including:
Supplies-Restrooms must have con-
sumables available for users at all times.
This includes toilet paper, hand towels and
soap dispensers. The availability of supplies
View past issues of Petrogram online at www.fpma.org
is particularly important for on-the-go cus-
tomers, which constitutes the majority of
convenience store and gas station patrons.
Cleanliness-Toilets, urinals, floors
and sinks are clean and free of debris.
Restrooms have a fully operational odor-
control system in place.
Dryness-All areas of the restroom are
dry. This includes dry sink areas and pud-
Functioning-Restrooms are properly lit
and have quality air circulation. Plumbing,
dispensers, locks, hand dryers and baby
changing stations are fully operational.
Ultimately, in order to provide guests
with a positive restroom experience and
eliminate complaints, you should focus
your efforts on developing a restroom
maintenance program that meets the spe-
cific needs of the store and its restroom
users. Even if you don't know your custom-
ers' specific restroom needs, the list above