16 Merchandising and Marketing Ideas
2. How the cleanest restrooms stay so darn clean
Each week, approximately 3 million people visit the restroom at a Kwik Trip store. And chances are, they’ll find it squeaky clean.
That might be a tough claim for many retailers to prove, but not for La Crosse, Wis.-based Kwik Trip Inc. For one, Kwik Trip finished first in the Winsight/Service Intelligence 2015 Mystery Shop, clinching a score of 96.1% in a ranking of clean restrooms including some of the industry’s best chains.
For another, CEO Don Zietlow personally receives and responds to every restroom complaint; his name is posted, along with a special hotline number, in every restroom.
“When you go out to eat and the floor isn’t clean, or you go into the restroom and the restroom’s not clean, or the outside’s not clean, your perception may be: ‘How clean is the kitchen? How good is the food?’ ” says Zietlow.
Every Monday, Zietlow spends an hour speaking to customers who have called the dirty-restroom hotline, getting details of the problem and trying to leave them satisfied. “I call them up and try to turn the negative into a positive,” he says.