10 Tips for a FIVE-STAR BATHROOM «««««

A little “clean bacteria marketing” goes a long way in creating a positive customer experience at your restaurant.

BY BILLY MANZO

How many times have you visited a restaurant bathroom and were so disgusted that you just walked right out? Be honest. It’s happened to me. I’m sure it’s happened to you.

The bathroom is one of the most important parts of the customer experience. People use it for any number of reasons beyond the obvious—to wash their hands, to make a phone call, to enjoy some personal space—and they expect it to be clean. That’s especially true in light of the COVID-19 pandemic.

According to a recent survey by the Bradley Corporation, which specializes in commercial washrooms, more than 60% of Americans—millennials and Gen Xers in particular—are willing to spend more at businesses that have clean, wellmaintained restrooms. The study also found that nearly three out of four Americans make it a point to visit a business because they know it has nice restrooms. Let’s also not forget that some of the best Instagram traps are restaurant bathrooms—think selfies in front of neon signs that say, “S--Happens.” Bathrooms are an extension of your brand. They tell part of your story.

You call this crazy? I call this “clean bacteria marketing.” It’s like a common cold: You want everyone coming into your place to catch it—in a good way. Because when they do, they’ll tell two friends, and those friends will tell two friends, and that translates to more customers walking into your pizzeria and more dough in your pocket.

Making Cleanliness Part Of Your Culture

Unfortunately, many bathrooms don’t get the attention they deserve. According to that same Bradley Corporation study, 67% of Americans have noticed more trash and paper towels littering countertops and floors recently. They also report seeing an increase in unflushed toilets. Plus, a whopping threefourths of Americans say they’ve had a “particularly unpleasant experience” in a public restroom due to the condition of the facility—a number that’s crept up over the years.

That’s troubling. After all of the hard work you put into running your business, the last thing you want is a one-star Yelp review because there was no toilet paper in the stall. Remember, if the public-facing rooms are not up to speed, your customers are wondering what’s happening in the kitchen or other rooms that nobody can see!

Listen, I know that, on any given day, you have a lot on your plate, but your restrooms are one of the busiest—and most scrutinized—areas of your restaurant. Fortunately, while they can be expensive to furnish—can ceramic tile get any pricier?—they don’t cost a lot to clean. Whether you’re getting down on your hands and knees to do it yourself or hiring someone to do it for you, you need to find a way to work bathroom maintenance into your budget and schedule.

When we developed our business plan for our Providence, Rhode Island, location of Federal Hill Pizza, I told my wife, “We need to hire a full-time cleaning person for the entire restaurant.” Every day, our cleaning person washes the floors, wipes down the tables and cleans the bathrooms. Even during the coronavirus pandemic, when we were shut down for indoor dining for months on end, the bathrooms were cleaned daily! Why? Because I’m type AAAA? Partly, yes, but also because I have made cleanliness part of our culture. And you can, too. Here’s how to do it.

TOP 10 TIPS FOR A FIVE-STAR BATHROOM

1Keep supplies handy. Toilet paper, paper towels, garbage bags and other items should be readily available for restocking the bathroom. If a customer is forced to go to the bar or to a waiter and say, “Excuse, me, there’s no toilet paper in the bathroom,” that’s like a customer complaining that you ran out of pizza. Every day before your shift starts, you should go into your bathroom and check your paper towels and your toilet paper. You gotta have your head in the game.

2Check the overall structure. Make sure there are no holes in the wall and no chipped or stained tiles, especially on the ceiling. I can’t tell you how many times I have gone into a restaurant bathroom and seen spots on ceiling tiles. There’s no reason for it. You had a leak? Okay, go to Home Depot, and change out the tile!