There are nearly 155,000 convenience stores throughout the United States, which generated combined sales of $616.3 billion in annual revenue for 2017. While convenience stores feature small formats, they can have a big impact on customer satisfaction if they aren't properly maintained. C-stores should have processes in place to make sure that restrooms, floors and other key areas are always clean to encourage spending and repeat visits.
Top-to-bottom Cleanliness
Operators should focus on the following areas to give guests the best experience:
- Restrooms: Every customer expects a restroom to be clean and inviting, but in many cases, they?re greeted with a facility that fails to meet their standards. Operators should train employees to follow a cleaning schedule to ensure that restroom floors are free of debris, trash cans aren't overflowing, toilets aren't clogged and supplies like hand soap, paper towels and toilet paper are stocked. Having these essentials allows guests to perform proper hand hygiene and reflects positively on the store. Regular cleaning of toilets, mirrors, sinks and floors also keep odors from developing.
- Floors: Dirty floors at the entrance of the store can signal to customers that the operator does not value cleanliness. Consider installing high-traction entrance matting to trap dirt and moisture and prevent it from being tracked onto floors throughout the store. Then, institute floor care procedures to keep outdoor contaminants and interior spills from impacting the look and lifespan of your floors. Many c-stores opt for tile flooring, which requires regular maintenance to remove dirt and buildup that has accumulated from heavy foot traffic.
- Counters with food and beverages: Increasingly, c-stores are offering fresh food options like baked goods and breakfast items, in addition to brewed coffee. Areas where customers can grab these fresh food and drink options should be spotless. Otherwise, a lack of cleanliness can signal to customers that these items aren't safe to consume. Be sure to frequently check that counters are free of spills and sticky residues and coffee pots are properly washed to prevent the buildup of moisture and mold. Use a sanitizer that is designed for food contact surfaces and features a short dwell time to enhance labor productivity without compromising efficacy.
Making Guests Feel Welcome
With so much competition, owners and operators of c-stores must continually tap into ways to build customer loyalty. Providing guests with a clean, safe store should be a top priority, as it can drive guests to spend more time in the store, resulting in higher sales, and can ensure repeat business and positive reviews. In the grand scheme of store operation, taking time to ensure cleanliness in key areas can go a long way in securing success for your business.
Diversey's Feel Welcome Retail Program combines Spotless Floors, Outstanding Washrooms, Safer Hands and Retail Consulting services to help your convenience store provide the best shopping experience. Learn more about the program.
