Many of us have experienced the ‘truck stop’ restroom. Candidly, it’s a bathroom that is untidy, unclean, offensive, and environmentally unsafe. Psychologically, it’s a very emotional response to an extremely filthy environment that evokes feelings of disgust on the part of the user and mistrust of the service provider.
Conceptually, it’s more than that because there’s also a parallel of this concept that applies to spaces other than bathrooms. As visually and emotionally unsettling as the truck stop bathroom encounter is, there’s a version of that impression that applies to overflowing trash cans, dust and debris on desks, coffee stains and crumbs on floors and throughout a breakroom, smudges on vending machine buttons, and stained floors or counters. To the person or people in either situation, both can be equally disturbing and both can create feelings toward the service provider of poor quality, absence of attention-to-detail, and an overall lack of care or concern for the welfare of customers and employees.
In contrast, many of us have also encountered bathrooms and other spaces that appear to be so immaculate, so pristine, that we’re immediately put at ease. We rejoice in these encounters because they instill a sense of caring and calm in us. We credit the service provider with being diligent in their concern for our wellbeing. Psychologically, we have far better feelings about the brand, and the people representing it, when we believe that every effort has been made to care for us while we’re in their space.
Given the two divergent situations, it’s not difficult to ascertain which atmosphere will foster the most productivity, account for lower absenteeism due to sickness, report lower employee turnover (and subsequent training costs), better morale, and an enriched consumer experience…all of which can transfer straight to the bottom line.
Simply, a germ-controlled, environmentally safe, clean workspace communicates to employees and consumers equally that the employer / provider respects and appreciates both their employees and customers.
Always remember, the condition of your space (seen and unseen) is a direct reflection of your brand and serves to form expectations for employees and customers alike. If you want to attract or retain profitable employees and customers…keep it clean!