You’re being judged at your establishment based on your bathrooms

Did you know customers are judging your establishments based on your bathrooms?

I don’t know about you but i judge establishments on their bathroom cleanliness. It’s the final seal of approval on my opinion of the place and if i’ll be going back. I want to feel comfortable when using the restroom in public places. Don’t you?

Customer experience is most effectively described as the perception a customer has of your brand. There are many ways to impact this experience. From advertising to customer service department personnel to facility upkeep, each interaction or experience a customer has with your brand will shape their perception of your organization or product(s). What impact does a restroom experience have on customer experience?


People expect a clean restroom in a public facility. The smell should be neutral. Floors, counters, toilets, and urinals should be sanitary and dry. Toilet paper and hand towels should always be accessible. A neutral experience is an acceptable experience. A positive experience is an exceptional experience!

The customer experience is all-important.  Organizations focus marketing efforts and hire entire departments of staff to create the customer experience envisioned for the brand.  Yet, there are other factors that can influence the customer experience. Your brand IS impacted by the condition of your restrooms.  Ensure guests receive the desired customer experience when visiting the restroom.


Restroom Problems

Though common occurrences, the following list of problems in restrooms will negatively impact the customer experience.


Restrooms reflect the quality of service provided throughout your business. Cleanlink magazine revealed that 89% of people consider a restroom dirty if it smells bad. Many of these odors are hidden.

-Dirty Surfaces

The best way to keep restroom grout clean is to prevent it from getting dirty in the first place. Applying a sealer (penetrant, barrier, etc.) will help the grout repel soils and odors which will make cleaning easier. Regular dust mopping, sweeping, and vacuuming will help to keep dry soil from abrading and scratching the surface and/or sealer. Regular wet mopping with microfiber will help keep dirt, grease, body oils, and soap scum from penetrating and becoming trapped in the grout.

-Slippery Floors

Either the dirt and debris has not been removed or there is residue left from the cleaning process.

-No Soap or Paper Products

A common cause of empty hand soap dispensers occurs when the facility staff is faced with the following conundrum – “Do I change the soap cartridge now and possibly waste the rest of the soap in the cartridge, or do I gamble and hope it lasts until tomorrow?”

-Broken stalls and dispensers

For obvious reasons, customers never appreciate the experience of facilities in disrepair. Damage does occur, and businesses would be best served to act with a sense of urgency and restore a positive impression.

It is challenging to consistently deliver a quality restroom experience to the guest, and yet it is vital to the customer experience. Consider the following:

  • 94% of U.S. adults would avoid a business in the future if they encounter a dirty restroom.

-Harris interactive

  • 73% of consumers surveyed, complain about dirty or ill-equipped restrooms.

-Consumer Reports


Hire a cleaner if you need to do a detailed cleaning of your establishment. Have staff clean and maintain it or hire someone to do it. Just remember, customers are judging you based on your restrooms.

Remove clutter…know when to let it go!

Clutter has a tendency to take up a lot of space. Additionally, clutter can pile up quickly, meaning your house could go from tidy to chaotic in a short period of time. This is especially true if you’re prone to placing sentimental value on items. Once you attach emotion to an object, it’s harder to get rid of. Harder, but not impossible. Don’t end up like one of those homes on Hoarders.

Don’t let clutter take over! Know when to let something go when you no longer have a need for it. Every year or two I try to go through things in storage and in my closet to get rid of. If it no longer has a purpose or doesn’t fit me then I don’t need it. Of course I struggle with a lot of items I don’t want to give up just yet. So I may hold on to it another year or so. If you’re not using the item then ask yourself why should you save it?

Sweeten Up Your Cleaning Routine

Go ahead and have fun with it

Learn how to sweeten up your cleaning routine. I have to be honest with you, I don’t really enjoy cleaning. However I remember being a kid at home all summer and my mother would give me $20 allowance a week for cleaning the house. I would do a half ass job of wiping the dinning table, never touched the bathrooms and threw all clutter into a bigger pile. I’d jam out to Gloria Estefan, dancing around the house, singing and having FUN! My girl friends always came over and hung out at our house. One day while mopping the kitchen floor and using way too much soap we found it made a great slip and slide. So almost every week during the summer while my parents were at work my friends and I would run and slide across the kitchen floor. Now, that was my idea of fun!

Everytime I think about cleaning and how I’m in this business I think back about simpiler time and how It all started. So my advice to you Is to have fun while you’re cleaning so you can enjoy it! Do you, and do what makes you happy! It may not be cleaning toilets, cause trust me that’s not my idea of fun. However the key In life is to enjoy it and find the positive In every thing you do!


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