LEISURE AND RETAIL FACILITIES


ADDING A SPARKLE TO RETAIL’S REPUTATION


With the retail sector under greater pressure than ever to entice consumers into stores, Jan Hein Hemke, MD of Facilicom UK, explains how cleaning teams can be the unexpected heroes of the Great British high street.


With consumer confidence at an all-time low, due to the uncertainty surrounding Brexit and the increasing popularity of online shopping, there are fears that the retail sector could face the worst winter in a decade. This comes after the British Retail Consortium reported that total retail sales dropped by 1.3% in September, the lowest in 24 years. Retailers and shopping centre managers are facing unprecedented pressure to get creative and provide an excellent customer experience.


In my opinion, a good high street or local shopping centre is central to a community and it still has a valuable place in society. As well as providing a retail therapy fix, it also provides a place to meet friends and family and grab a coffee or lunch during a shopping trip.


However, if customers are going to be drawn away from the comfort of sofa smartphone shopping, then retail environments must provide clean, useable and safe facilities that make a day out a really special occasion. This is where cleaning service providers can help – they are well-placed to play a key role in creating this inspiring experience.


A clean and presentable store, or a hygienic shopping centre washroom, can be the difference between losing and retaining custom. However, every retail environment is unique, so it’s vital that services and approaches are tailored for each individual case. This is why at Facilicom we get to know every customer to understand their challenges and create a bespoke solution to meet their individual needs.


Cleaning operatives can also make a valuable contribution to customer service to further enhance the shopping experience. This is just as much of a priority for our staff as it is for retail workers and shopping centre managers.


A reputable and high quality cleaning service provider will work closely with retail centres to understand their


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pressure points and develop a joined up approach to support them. One way we do this at Facilicom is through our ‘Hostmanship’ programme.


Hostmanship is the ‘art of making people feel welcome’ and is something that we embed across our entire workforce from management level right through to on-site staff. All of our colleagues receive Hostmanship training, helping to instil people skills and equip them with the know-how and the confidence to interact with colleagues, third party partners and customers in a friendly, caring yet professional manner.


We understand that, in retail environments, cleaning often takes place during ‘business hours’ as well as after the shops close, with


operatives visibly working in front of consumers. To the customer, everyone who works in a particular retail location is part of the same team – and should therefore be approachable and knowledgeable about the place they work.


As well as performing their cleaning duties to


a high standard, our teams can become a significant part of, and enhance, the customer experience. Thanks to their training, they can act as customer service agents, who are able to assist and engage directly with consumers, providing help with directions to specific shops, eateries or washrooms, for example.


In today’s retail landscape, customer service is crucial for success and the art of ‘welcoming’ can play a key role. A positive impression of your retail facility will influence whether customers decide to return or recommend to others. By creating a clean, hygienic and welcoming environment, cleaning operatives can enhance the visitor experience, and ultimately help to increase footfall, maximise dwell time and boost repeat visits.


www.facilicom.co.uk twitter.com/TomorrowsFM


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