Providing a Clean Experience
Following seven simple steps can help your business shine and increase customer satisfaction.
I get teased a lot for being a clean freak. I think life has made me this way. My Grandma Mary always said, “You do not have to be rich to be clean.” Let me tell you, she kept a clean house. My mother and father are also important influences. Mom keeps a beautiful home inside and out, and my dad taught me to take pride in the things you own—take care of them and keep them clean.
These are lessons that have served me well in my career. When I went to my first job interview, the owner of the pet store came out to my car and asked to look inside. I thought he was a little weird for doing this, but after he gave my car the once-over he explained that you can tell a lot about a person by looking in their car. Running a pet store is about keeping animals healthy by knowing their needs and maintaining a clean environment. He said, “I find my best employees take pride in their cars and keep them clean.” I passed the inspection and never forgot that lesson.
Over the years, I have been reminded how important cleanliness can be to providing an exceptional customer experience in any service or retail environment. To provide customers with a wonderful experience in your salon or store, create a cleaning routine that not only addresses all areas, but gives extra attention to high-traffic areas. Keeping these areas clean can make a good first impression on a customer. Following some simple steps can help your business shine and increase customer satisfaction.
#1. Simplify Cleaning
Choose products that get the job done the first time. Use multipurpose products that can clean a lot of different surfaces and kinds of dirt, making cleaning easier by reducing the number of products needed.
#2. Make a Good First Impression
The entrance of the salon is a customer’s first look into your business. Make it warm and welcoming with clean windows and doors. Clean the windows frequently to keep them free of dirt, sticky handprints and streaks.
#3. High Traffic Areas
Cluttered, dirty counters with fingerprint marks are not customer friendly. The counters and checkout areas need to be cleaned frequently, as they are constantly touched throughout the day.
#4. Don’t Forget to Dust
Shelves, furniture, fixtures and electronics can pile up with dust without a regular cleaning. Create a cleaning checklist so when someone has some down time, they can check off one cleaning project at a time. It will help.
#5. Keep Restrooms Clean
Restroom cleanliness can greatly affect the overall impression of any business and should be routinely addressed. A clean restroom is odor free and has empty trash cans with clean liners, paper products restocked, clean mirrors and clean floors that are free of litter.
#6. Clean Floors
A clean floor is a reflection of your business. In a grooming salon, the hair flies and somehow ends up in the reception/retail area. At my salon, we sweep the lobby three or more times a day and mop the lobby floor almost every evening. Our grooming room floor is swept between every dog. The tub and drying area can get a little hairy, but it is behind closed doors. If I see any hair rolling out, it is time to dry up and sweep up.
#7. Get Your Staff On Board
It’s important to put policies and procedures in place explaining how and when to clean each area.
This list really does make a difference. I have new customers in all the time who comment that my salon is different than other places they have been. They smell no dogs and feel good about leaving their babies with us, all because I keep it clean.
Christina Pawlosky is a Certified Master Groomer, professional handler, breeder, grooming show judge and successful pet store and grooming shop owner (The Pet Connection) since 1985. For 20 years, she served as national training manager for Oster Professional Products, where she developed new initiative educational material to educate at schools and conventions all over the world. Pawlosky is currently working with Judy Hudson to produce the Grooming Professors (groomingprofessors.com)—a service through which the two industry veterans share their many years of grooming, competing, dog show conditioning and handling with groomers across the country via Facebook and through an interactive website where visitors can access webcasts and videos about everything grooming related.