Back to blog 01/22/2020

The Value of an Experienced and Qualified Cleaning Contractor is an Important Component to Your Customer Service Effort

By Richard J. Goldring, National Sales Executive

 

Whether you manage a retail store, hotel, restaurant, health club, medical office or repair shop, here are some important points to consider. While there are many reasons a customer will decide to return to your business (not to mention hopes of positive feedback through social media), is consistently maintaining a high level of cleanliness.

Most retail customers are influenced by poor cleanliness. Brick and mortar retailers can strategically use qualified commercial cleaning contractors to consistently enhance the customer experience and increase brand loyalty, while driving operational cost savings and efficiency.

The challenge regarding the “lack of cleanliness” is: your customers will remember their experience with a persistence that is difficult to budge, whereas poor customer service can be rectified in an instant by a behavioral change.

Fitting rooms, bathrooms, cash wrap areas and even the scent in the air can affect how people perceive a retail business. Since first impressions create customer loyalty, it is time to look at how effective your cleaning is. When one area of your establishment is found dirty, patrons will assume the rest of the location is as well, resulting in poor customer experiences.

People will always prefer a cleaner establishment over a dirty one, but sometimes the level of cleanliness can have an affect they do not even realize. First impressions are developed the moment customers drive into your parking lot and walk through your doors.  An overall clean environment can be the inviting element that gets your customer coming back and referring you to others. Once first impressions are made, the consistent quality of cleaning will influence the likelihood of a return customer.

The importance of the overall customer experience goes far beyond good customer service!

Many national chains have achieved significant cost savings across its portfolio through outsourcing their cleaning and general maintenance requirements to a qualified provider who understands how important the customer is.

According to a survey conducted by ISSA (Worldwide Cleaning Industry Association), 95% of shoppers reported that unclean restrooms and unpleasant odors would influence their shopping decisions along with, dirty floors, spills or stains, dirty shopping carts, and other factors.

Shoppers want to feel comfortable when visiting a retail environment and ensuring that the environment is clean and healthy is a crucial aspect.

The janitorial landscape has changed dramatically in the last five years. We are entering a new normal for cleaning standards in retail facilities management. Retail brands need to be aware of this under-budgeted area and ensure all retail areas are meeting brand standards.

The evidence from good research sources is very clear. Cleanliness in a shopping, food service, health club, or any public environment is as equally important as your customer service, and ultimately will result in your customer’s willingness to buy and come back.

The key to consistent cost effective cleanliness is sourcing an experienced partner who consistently demonstrates they share an understanding of your customers’ needs.