A recent article on QSR Web outlines some of the biggest turnoffs clientele avoid restaurants for. Usually, and according to a study by Cintas Corporation, dirty and unkempt areas lead customers away more than subpar food.
"Food is one thing, the atmosphere another," Geoffrey Cambal says. "It's important to create a reputation in a restaurant that people share and recommend to friends. If a restaurant has a negative reputation -- lazy staff, for example, or even dirty floors -- the business will fail."
The number one thing noted in the article are a restaurant's floors. While the restaurant day runs for usually 18 hours, cleaning floors is a difficult task requiring customer interruption and possible safety risks. But, according to Cambal, having customers see staff cleaning is better than not doing it.
Grout lines, stains, missing tiles -- this all adds up in terms of customer retention. Restaurants need to develop floor cleaning programs that involve daily deep cleaning and scrubbing. Grease works its way in and makes floors slippery and lose color, but using mats and washable rugs restaurants can protect the floors without exposing them to dirt and grime.
Restroom cleanliness is another major factor when determining a restaurant's success.
"No restaurant owner wants to see customers 'hold it' because his or her restrooms are disgusting," Geoffrey Cambal says. "Empty toilet paper rolls, broken sinks, unhinged doors -- this all adds up in the customer's head. Owners need to maintain daily cleanliness checklists and use cleaning tools that do more than a mop can. Mops, while they help, usually just push dirt around."
Odors are important to control in restrooms, too. Consistent cleaning can cut back on unwanted smells and keep restroom facilities clean and usable.
Tables are another thing to take into account. Tables become dirty from constant wear and tear, leftover food particles, greasy hands, and spills. The article recommends having a designated porter whose job is to maintain front tables and spray them with disinfectant and clear dishes as soon as customers leave.
Unkempt staff, as well as dirty tables, are turnoffs for many restaurant goers. Staff need to maintain uniform and appear clean and well-mannered.
"Staff serve the food," the restaurateur says. "Why would someone want to be handed a dish by a dirty server? Owners need to create strict uniform policies and make sure they reflect the restaurant's message."
Kitchens, though usually not seen directly by guests, are potential dirt traps. Unclean kitchens are often created by overuse and neglect; Geoffrey Cambal recommends restaurant managers need to make sure the kitchen staff are maintaining clean work areas, mopping the floors, and limiting the amount of time food sits out.
ABOUT:
Geoffrey Cambal is a life-long chef and food enthusiast. After earning a degree in culinary arts in 2007, he went on to open his own restaurant in Tuscan, Arizona. He believes that cleanliness is just as important as good food and encourages fellow restaurant owners to make sanitation a top priority.
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