Do you know why a clean office is key in 2020? Last week we shared some thoughts on the subject. However, today we are going to focus on sharing some more insight and justify the importance of meeting customer and brand standards.
We live in a world where retail brands are moving out of physical places and onto online platforms. However, many modern-day retail brands are no longer just a place for consumers to buy things, they’re becoming a hub for experiences. Retail stores are becoming extra high tech and savvy in their effort to convert customers over.
If customers are happy with their experience in the store, they will leave satisfied, share their opinion and likely return in the future. However, what if this is not the case for some customers?
A recent study found that 98% of customers would not return to a business if there were poor cleanliness and hygiene. This survey involved around a thousand people which revealed cleanliness would negatively affect their perception and experience of the retail store.
The study also found that unclean restrooms and unpleasant odors scored higher than customer service as the main reasons for preventing customers returning to the store; followed by dirty floors, stains, unclean surfaces, dirty mirrors, and windows.
Another study, surprisingly found that 51% of the participants would completely avoid a retail store if it looked dirty from the outside!
What should your retail businesses do?
To improve the customer experience and journey, retailers need to recognise and accept the value of cleanliness and should, therefore, consider doing one of the following: Work with a quality cleaning service that understands your brand values and operational objectives.
Actively monitor complaints and comments regarding the cleanliness
Systematically review the results and work with the cleaning provider to discuss any areas of concern and further develop strategies to improve them.
The punchline is the following: Businesses can simply and elegantly improve their reputation and bottom line by providing a clean, fresh and well-organised store that meets customers’ standards.
To meet these standards, retailers could consider outsourcing their cleaning provision to ensure it is carried out professionally to the highest standards possible.
Benefits of outsourcing:
1) The responsibility of cleaning lies with the cleaning services and not with employees.
2) Cleaning specialists can introduce improved methods and techniques, which can save resources and reduce energy consumption.
Questions to ask yourself:
- Am I too busy managing the day-to-day tasks of the business?
- Am I risking losing customers due to poor cleanliness?
If the answer to those two questions is ‘Yes’, then we have written down a simple guideline which helps you choose the best option for your company.
Feel free to contact us directly for any further questions.