Customers make it clear; it takes clean c-stores to win and retain business. People visit convenience stores for many reasons, from a quick restroom trip while traveling to picking up essentials to buying (and maybe sitting and eating) a full hot meal. But 95% of those potential shoppers will not even set foot in a store if the outside does not look clean and inviting.
The inside matters too, of course. More than 60% of surveyed shoppers say they have left a convenience store without making a purchase because of poor cleanliness. Those standards include the restrooms with half of U.S. consumers saying they are willing to spend more money at a business with clean, well-maintained restrooms. In fact, travelers often go out of their way to fuel up and shop at a c-store with clean restrooms.
Is the state of your c-store costing you sales? Here’s how a clean c-store boosts profits and customer satisfaction.
Restrooms Make or Break Your Image
Restroom cleanliness matters. A hygienic, fresh smelling restroom speaks to the overall quality of the entire c-store. Clean, well-stocked restroom spaces signal that management cares about their store, their employees, and their customers. This is especially true for travelers who often pick their stops based on the state of the restroom. This can equate to significant revenue from gas and subsequent store purchases. Savvy convenience store operators make spotless restrooms part of their brand. Google “Buc-ees restrooms” to see article after article celebrating the Texas chains’ commitment to restroom cleanliness.
Unfortunately, not everyone gets the message.
“I think a nice restroom is an important part of the c-store business that many operators miss because they don’t understand how significant it is for customers to find a clean, inviting facility available, and how people actually drive out of their way to use a restroom they know will be clean,” explains David Miller, president of Chandler Oil Chevron in this article from C-Store Decisions. “The restroom brings them onto our lot and into the store, and when they come in, they’re also buying something.”
Dirty restrooms however can “push customers right back out the door,” according to David Bishop, managing partner at Balvor LLC according to this article on the importance of clean c-store restrooms. “…especially if the customer had interest in prepared foods where both your hands and a stranger share a sandwich through touch.”
Foodservice Drives Sales…If Your C-Store is Clean
Offering a wider selection of food options proved to be a smart gambit for successful c-store operators. More than a place to pick up gum or chips, elevated food programs allow c-stores to compete with groceries and Quick Service Restaurants.
Turns out the public was hungry for more convenience store food choices. Between hot meals and extended fresh and healthy options, consumers are spending more on c-store foodservice than ever before. That trend is expected to continue. Some even predict the local c-store will morph into a community hub where people hangout, relax, and spend even more.
But no one will purchase prepared food, let alone sit, eat, and hang around, if a store looks dirty and unsanitary. Most people, a whopping 96%, name cleanliness as the most important component when selecting any food establishment. And that includes convenience stores.
Smeared glass, sticky floors, and messy countertops erode customer confidence, hurt your brand’s reputation, and eat into sales.
Empower Employees to Clean
Sparkling interiors and fresh smelling restrooms boost c-store profits. But remember, your hourly employees will be responsible for this often-unpleasant work. Cleaning is important yes, but it is also time-consuming, repetitive, and often disgusting.
How do successful c-store managers motivate and engage their employees?
Start by setting expectations. Explain why cleanliness matters for health and for sales. Define what “clean” means and lay out the tasks required to achieve your company’s standards. Checklists help ensure that jobs are completed as required.
Then move to how spaces are cleaned. Train employees on correct equipment and chemicals use. Explain that doing it wrong can be dangerous or deadly. Even using the wrong mopping techniques can lead to injury.
There are tools designed to make the job faster, easier, and more complete. This equipment empowers employees to deliver a high standard of clean without bending, twisting, or touching unpleasant messes.
Looking for ways to simplify cleaning tasks for your staff? Click here to find the best tools and techniques.
