Better First Impressions Of A Facility
Oftentimes when I conduct a site visit to a new facility, I take a few moments to get what I call “first impressions” of what I see, smell and experience within the first few minutes. I compare them in my mind to what I consider an ideal first impression and try to determine the what and why of the differences noted. Recently, I visited an account that was in trouble and noted the following:
1. The front entrance looked dirty with soda/coffee stains on the pavers and sidewalks.
2. The outside walk off mat was worn out, dirty and probably was helping to track in dirt rather than capture it.
3. The ash trays and trash can lids were soiled and had not been serviced in a few days.
4. The front door glass and door handles were soiled and smeared.
5. The inside mat was curled on the edges creating a possible trip hazard and did not evidence having been vacuumed or cleaned in a while.
6. The stone floors had a filmy look due to dirty mopping processes.
7. In the past the floor had been improperly scrubbed/stripped and finish applied over patches of residue.
8. There was a musky odor with a hint of mildew and rancid cleaner?
9. A custodian walked by with a dirty mop bucket and mop solution with his shirt tail out, bright purple tennis shoes and a head phones in each ear obviously listening to music.
10. Another worker was using his foot to prop against the wall and talking loudly to someone on his cell phone.
11. The rest room I entered smelled like pine scented urine with trash on the floor, dirty sink, stains under the urinal, dirty mirror and no paper towels.
What would be your first impression if you went into one of your accounts and experienced what I just described? Any thoughts of how to address these issues?
Your comments and questions are important. I hope to hear from you soon. Until then, keep it clean...
Mickey Crowe has been involved in the industry for over 35 years. He is a trainer, speaker and consultant. You can reach Mickey at 678-314-2171 or CTCG50@comcast.net