Everyone has their own pet peeves when they dine out. With so many great restaurants to choose from, these little things can tip a diner’s decision of where they are going to go and whether or not they will return as a loyal customer.
Part Three of this series focuses on cleanliness of restrooms.
Have you ever had a customer who inspects the silverware when they sit down, takes a good look at the glass they are drinking out of and has sanitized their hands at the table more than once during a meal? Well that might have been me! After working in food service, I know how important the cleanliness factor is and it’s something I take notice of.
Cleanliness doesn’t stop at the table though, there is one place that I believe can truly tell a customer how clean the rest of the establishment (like the back of the house) may be, and that is the restroom. Consumer Reports National Research Center recently did a survey to find out what the Top customer gripes are at a restaurant, and 73 percent said dirty or ill-equipped restrooms.
The bathroom might not seem as important because there is no food being prepared or eaten there, but in consumers’ minds, there is a connection. And it is such an easy win for restaurant owners! Keep the bathrooms sparkling clean and I’m sure your cleanliness scores will increase. It’s not just about the bathroom being clean, though. You also have to make sure that there is toilet paper, soap and towels, and that everything is working.
Sinks that have the automatic water are such a great invention for those not wanting to touch the knobs, but if it’s not working, it’s not helping you or anyone else. Make sure everything in your restroom is working properly and kept clean so that your customers get the best experience possible. You want your customers to remember the amazing meal they had, not how dirty the bathroom was.
We’ve already discussed customer “pet peeves” such as restaurants not splitting checks and lack of server knowledge on your menu, stay tuned for more in this series focusing on the little things that make a big difference. And be sure to read about other ways you may be creating customer disloyalty instead of customer loyalty.
Curious how customers are rating your cleanliness? Rewards Network has a survey for that.