Service with a shine
Fiona Ellingham shares how TC Facilities Management has contributed to improving customer experience.
As Christmas approaches, many retailers will reach the height of their popularity in the peak retail season, so providing a welcoming, tidy and safe store as part of the overall customer experience will be at the front of most retailers’ minds.
Given that retailers may have a mere seven seconds — or even less — to make a good impression on a customer, cleaning is an important aspect of ensuring a great customer experience. A well-kept and tidy store increases the chance of a return visit or customer recommendation.
TC Facilities Management (TCFM), one of the UK’s leading FM companies that provides cleaning to many of the top 10 retail brands in the UK, has contributed to the customer experience offered by some of their retail customers for more than 55 years.
Putting the current peak period to one side for a moment, whilst there are many aspects to consider, there are four key considerations to be taken in to account to achieve success.
Schedule of cleaning
A main issue for retailers is weighing up the level of cleaning that is required during trading hours against cleaning that takes place when the shutters come down. Deciding which is right for your business is an important factor, and it’s worth careful consideration from the perspective of being able to maintain a retailer’s brand reputation.
Neither option is right or wrong, as much will depend on the level of footfall, the size of the store, opening hours and the type of produce and merchandise in the store, to name but a few factors.
In stores where food produce or general groceries are sold, a ‘clean as you go’ approach would be advisable, meaning a need for on-site cleaners who can respond and react to any spillages. In larger stores where there are customer toilets, adding on-site housekeepers will enable these to be kept fresh and clean by adopting protocols such as hourly checks of customer toilets to ensure customers are satisfied with store cleanliness.
Displaying a log sheet showing toilets are checked hourly 40 | RETAIL & DAYTIME CLEANING
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is just one simple method to provide shoppers with confidence about a store’s hygiene standards.
The other option is to adopt an ‘out of hours’ or ‘night-time cleaning’ approach. This is often a better choice for when high footfall creates a barrier to carrying out tasks such as mopping the floor, particularly in fashion retailers or where space is at a premium such as at concession outlets.
A thorough clean can be completed ahead of the store opening for the day which, in TCFM’s experience of
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