Special Report C&


M Washroom investment: the RoI story


At a time when spending is coming under furious scrutiny and when many improvements or innovations are being replaced by cost-saving initiatives, it may seem hard to imagine or justify investment in the washroom. However, Katie Barlow of expert PHS Washrooms argues that many customer focused organisations recognise that in these tougher economic conditions it is essential to win business and capture share by delighting customers and going the extra mile in service standards, whilst gaining savings and environmental wins along the way. Here we find out how to make prudent improvements in the washroom with the best RoI credentials.


In the business bestseller ‘Customers for Life’ author Carl Sewell asks the question: ‘If that’s how they take care of the restrooms, how will they take care of me?’. He links the impression that a washroom can make upon the customer to their perceptions of the


organisation as a whole and argues that this vital facility can impact business success. This concept might seem surprising, but Sewell explains that, whilst business may not be won as a direct result of an inviting washroom, it can easily be lost when facilities are dirty or badly kept. ‘Make an impression’ is one of Sewell’s instructions, suggesting that at least one thing in the washroom should draw the visitor’s attention to the fact that attention has been paid to the details.


Sewell’s hypothesis is one argument to support washroom investment - spending money on improvement in facilities or enhancing the visitor’s experience could support a favourable impression being planted in your visitor’s mind and a resultant willingness to come again, bringing repeat business with them. This is just one way in which return on washroom investment may be seen - intangible positive impact on the value of the organisation’s brand or reputation, plus the tangible income from increased visitor/customer numbers. Both, we suggest, should lead to positive financial impact on the bottom line.


Just as fostering customer loyalty and repeat visits makes great commercial sense, investments that offer the best long term return on investment make the most financial sense and are consequently the most likely to be made. Those that do both are where the smart money goes.


Have your cake and eat it


So how do we improve facili- ties whilst creating return on investment? The answer is to find products and services that enhance the washroom, whilst saving money and resources at the same


time. Those resources could be energy, water, or time. These resources cost money, so reducing our con- sumption of any or all will bring financial savings. Water is an increasingly expensive resource and one that all organisations pay for twice - firstly in the rate demanded for incoming supply and then again in the charge for corresponding outgoing sewerage. These rates vary greatly, but add up to as much as £4.35 per cubic metre in one major water authority’s region, with a UK average of £2.27. And a cubic metre equates to just over 100 toilet flushes (with a standard nine litre WC cistern). When you consider that each worker flushes the toilet an average of three times per working day, the costs soon mount up. Products that save water save money from the moment that they are installed or deployed. This means that they pay for themselves rapidly in water/sewerage savings. For example, a good quality product to control toilet cistern water usage can have a zero-rated pay back period; the savings pay for the product immediately. Putting that saving into context, in an office of 500 staff, just fitting Flush-wiser WC flush controls, which reduce WC flushes by up to a third, could save over a million litres of water and an average of £2500 per year. An intelligent water management system for urinals such as Flow-saver can save up to 96% of water compared to uncontrolled cisterns and 30 to 40% in comparison to basic water management systems. Toilets and urinals aren’t the only place to save water, of course. Hand washing is another consideration and something as simple as installing push operated taps can have a positive effect and save up to 80% of the water wasted with other designs. Some models are suitable for adaptation rather than complete replacement, making migration much easier.


Saving water saves money, but some cleaning


professionals have concerns that it may reduce hygiene, particularly in urinal flushing. However, with an intelligent water


management system and an effective urinal sleeve such as Eco-shield, you safeguard hygiene, reduce malodours and cut the salts that block pipes. The triple effect is a powerful combination and the maintenance benefit is often overlooked, although this can be a significant financial saving when plumbing repairs are avoided.


July 2011 C&M11


Energy saving is the next RoI target for the washroom, with the best energy efficient hand dryers saving 90% of the power taken by their traditional


counterparts. Highspeed, lower energy dryers use the least power and their automatic operation means that no energy is


wasted. Compared to other hand-drying methods, such as paper towels and roller towels, hand dryers offer fantastic opportunities to


reduce outgoings and could save over £2000 per year against paper towels, or over £4000 against roller towels.


The cherry on top


Gaining environmental benefits from washroom investment can be a goal in itself, especially now that so many organisations are striving to reduce their environmental impact and demonstrate their corporate social responsibility.


However, green benefits are even more attractive when they can be gained at the same time as making improvements whilst making savings. Reducing our consumption reduces environmental impact and saves money by squeezing corresponding costs. Capital investment is perhaps the hardest to justify at the moment but many washroom improvements can be made without the need for capital outlay. Contracted services provide an easy way to make improvements that are paid for as an operating expense. Spreading the cost in this way means that energy, water and other savings can be enjoyed in parallel, allowing the cuts in bills to offset the cost of services. And this approach


has an extra benefit - it takes the hassle away from the owner or cleaning provider.


Final thoughts


As explained, making improvements in the washroom can certainly make sense for the owner of the building or organisation operating from it. Offering these improvements is therefore in the interest of the contractor servicing the site - delivering expert help, advice and guidance is always welcomed and delivering services that cut costs, whilst saving the planet, have to be the ultimate offer - returning on the investment in many more ways than just one.


www.phswaterandenergy savings.co.uk


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