How’s Business? Check the Bathroom

If the bathroom looks like this, how’s the service? (Photo via Bradley Corp.)

9/28/2012 — Maybe you shouldn’t judge a book by its cover, but Americans believe you can judge a business by its bathrooms, according to recent research.  And this goes beyond the quintessential dirty gas-station bathroom: the surveys say issues like unflushed toilets and jammed paper towel dispensers are enough to turn off customers.

“Businesses often don’t recognize the negative impact that poorly maintained restrooms can have on the customer experience,” says John Engel, senior marketing manager for the Cintas Corporation, which has held an annual “America’s Best Restroom” contest for more than a decade.

 In a recent survey, the company found that “95 percent of people would avoid an establishment if they found the restroom to be dirty.”  Similarly, the fourth annual Healthy Hand Washing Survey from the Bradley Corporation, which manufactures hand-washing products, found that 83 percent of Americans believe the condition of a workplace restroom is one indicator of how a company values its workforce.

Now that’s a sparkling-clean bathroom. The Radisson Blu Aqua Hotel in Chicago is a finalist in this year’s “America’s Best Restroom” contest. (Photo via Radisson Blu Aqua Hotel)

But there is hope for every business seeking to clean up its act. Cintas has issued a white paper that reveals the trade secrets of past contest winners.

A “rigorous” cleaning program

Toilets don’t clean themselves, and their condition can deteriorate quickly. According to the report, an effective cleaning program includes spot cleaning, daily cleaning, deep cleaning and spot checks – using black lights or adenosine triphosphate (ATP) meters to detect microbial contamination.

Meet the 2011 “America’s Best Restroom” – the Chicago Field Museum. (Photo via the Field Museum)

The Chicago Field Museum, the 2011 winner, has incorporated much of these.  “We have a five-step cleaning program that takes place every hour in each of our restrooms,” said Willie Porter, director of housekeeping operations. “It’s something that our staff members learn as soon as they are hired and are re-tested on each August to ensure they know the right steps.”

During use and between cleanings, tools like air fresheners and auto flushers can help keep the restroom looking and smelling clean.

Available amenities

Basic restroom supplies like toilet paper and soap should not only be stocked, but also housed in dispensers that are easy to use – to cut down on frustration and wasted materials. Depending on the clientele, businesses should also have amenities like baby-changing areas available.

Always a good sign: While it’s best to schedule cleanings between peak business times, patrons will always appreciate attention to cleanliness. (Photo via JustBathroomSigns.com)

A checklist for cleaning protocols

It’s not enough to have cleaning procedures – there must be documentation procedures, particularly when duties are split between in-house janitorial staff handling daily maintenance and stocking and a cleaning service dealing with deep-cleaning.  Cleaning logs and schedules can help keep everyone on the same page and, when posted, can reassure patrons that the bathroom is routinely cleaned.

– A.H. Hirt

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