Most businesses know the basics of customer satisfaction – knowledgeable employees, good location, quality product or service, and so on.

But sometimes there are factors that affect patrons more than business owners may even realize including…small details, like the cleanliness of your establishment’s restroom and infant changing station. These should be a top priority every day.

Whether customer feedback is glowing or harsh, you need to stay on top of how your visitors perceive their experiences. Beyond keeping a close eye on the state of your facility’s public washroom, we suggest practicing active listening and responding.

Keep an Eye on Your Online Profile

Technology can help improve many processes, including how businesses and patrons communicate.

When a patron is dissatisfied with your service at an establishment, he or she can instantly contact the business via email, tweet, or other forms of social media. If they want others to know about the excellent service they received at a local restaurant, their reviews can immediately be shared on websites and social media pages.

Since it spreads so rapidly, user-generated content has the potential to greatly help or hinder business growth. Websites like Yelp or Facebook can drive patrons into a business or keep people away depending on what your customers say. Take these comments for example, where the company’s service is overshadowed by the lack of baby changing tables:

(Posts pulled from Facebook)

Apps for Finding Clean Restrooms

Believe it or not, clean restrooms are a hot topic for user-generated content. Restroom cleanliness has become so widely-discussed that phone and tablet apps have been developed with the specific purpose of reviewing and discussing the topic. Apps like Good2Go, Flush and Charmin’s Sit or Squat let users discuss which public restrooms are clean or worth using.

One consistent feature among all of these apps is the user-generated information about restrooms and the availability for parents to change a dirty diaper. Some establishments don’t offer standard baby changing stations, while others limit changing stations to women’s restrooms only, eliminating a father’s ability to easily change his child’s diaper in the men’s restroom.

These apps can help parents who are out in public with a needy baby. They can also identify establishments with clean and hygienic changing stations, or broken stations and others that aren’t clean enough for safe use. Even factors such as empty disposable liner dispensers can reflect on your business as parents easily discuss good and bad experiences online.

Restroom cleanliness matters in today’s age more than ever. Public places that don’t keep their restrooms and baby changing stations up to par are susceptible to fast-spreading viral complaints and negative reviews.

Taking Control of User Generated Content

User-generated content doesn’t have to be a bad thing for your business. In fact, it can be a major boon! Start with being proactive and showing your customers you care by asking for and listening to their feedback.

The next time you hear that a customer is disappointed over the state of your facility’s restroom, resist the urge to shrug it off. Details matter in the customer’s experience and how you respond to feedback will certainly impact your business.

Installing baby changing stations in both women’s and men’s restrooms and ensuring they are cleaned and sterilized daily can go a long way in improving the public’s perception of your establishment. Keeping your stations clean, well-stocked with supplies and in working condition will keep parents happy, and singing your praises online.

The minimal effort required to maintain a clean restroom could have a much bigger return on investment than you might expect.

Contact us to learn more about our products, including our baby changing stations and supplies.