CLEANING AND CUSTOMER EXPERIENCE
Steve Nurdin, Marketing Manager at Cannon Hygiene, discusses how the leisure and
hospitality industry can focus on complete hygiene to improve customer experience and meet regulatory demands.
Customers are not just paying for a service, they also want an experience. Business owners must think about how their premises appears to a visitor from the moment they walk through the door to the moment they leave, and cleanliness is a key consideration. Meanwhile, venues that work with food have the added pressure of maintaining exemplary food hygiene ratings.
Hygiene is directly related to how well businesses perform, particularly when spot inspections can easily lead to closures for those who are not considered up to scratch. Hospitality managers should take a two-pronged approach to their hygiene strategy – both to improve customer experiences and perceptions, and to meet regulatory standards.
A CLEAN LOOK IS KEY It can be easy to become preoccupied with ensuring décor and furnishings are top quality in high-footfall areas
38 | LEISURE & HOSPITALITY
such as lobbies and dining rooms, but influencing customer perceptions goes deeper than purely aesthetics. Hygiene procedures should be a top priority. There’s little point spending a large amount on an attractive interior, only for the experience to be ruined by poor hygiene.
There’s little point spending a large
amount on an attractive interior, only for the
experience to be ruined by poor hygiene.
Customers expect hygiene standards to be higher than those even in their own homes and they are quick to pick up on any areas that fall short. And, with the ease that social media
provides for a very public complaint, a bad customer experience can spread to a wide network of people very quickly.
Managers must make sure there is consistency in their hygiene approach. However, this can be difficult to ensure as cleaning jobs often fall to employees as part of day-to-day tasks, which causes inconsistency. To avoid this risk, a time and cost efficient hygiene strategy should be developed, that can support operations and maintain high standards.
One of the biggest culprits of perceived poor hygiene is, understandably, the washroom. But their functionality and ability to cope with high demand can often be overlooked. Many visitors will make a significant judgement of the entire premises based on the standard of the washrooms, so getting it right can pay dividends.
Investing in quality facilities is essential to give a good impression of
twitter.com/TomoCleaning
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72
