Self-Storage Restroom Maintenance

Your Clean, Maintained Restroom Speaks Volumes to the Store’s Customer Service

The topic of self-storage restroom maintenance is not the most exciting topic I’ve ever written about. But, maintaining a clean, well-stocked restroom at your self-storage facility is essential for good customer service. Over the years, I’ve encountered managers who apologize to tenants, saying, “Oh, I’m sorry, we don’t have a restroom” because they don’t care to maintain or clean it regularly. The problem with this approach is that if customers are denied access, they’ll likely look for somewhere else to relieve themselves, possibly on your property. I have witnessed this first-hand; it’s not uncommon to come across unpleasant surprises that confirm it was a person, not an animal, that caused the mess.

To avoid such situations, it’s important to keep our restrooms as clean as possible. I know it can be challenging, but getting into the habit of cleaning the restroom multiple times a day can really help. If your facility is busy with people coming and going, make a point of checking the restroom after each visit and cleaning it as needed.

Customers Are Quick to Leave a Review Because of a Poorly Kept Restroom

Your self-storage property may be immaculate, so don’t forget that that should extend to your restroom as well. Ensuring it smells good and is well-maintained creates a professional atmosphere and leaves a positive impression on customers. High standards significantly reduce complaints and negative reviews. I’ve noticed several reviews in which customers complained about either a lack of a restroom or being denied access to one.

Don’t You Expect a Clean Restroom?

Another important factor is understanding customer expectations. Many people expect access to restrooms when visiting a business, and it’s crucial to provide this without discrimination based on race, religion, gender, or other characteristics. While there are occasional concerns about cleanliness stemming from homeless individuals trying to wash up and leaving the area messy, we must find a balance between access and proper facility management.

Most people simply want to use the facilities, and the cleaner you keep the restrooms, the better for everyone involved. If restrooms are neglected and not checked throughout the day, problems can easily arise.

Don’t Deny Access

Remember, businesses have the right to deny access if a restroom is broken or unsafe. I’ve experienced situations with malfunctioning toilets, or if someone is causing a disturbance, you can restrict their access. However, if you don’t manage this properly, the individual might seek out another area on your property, which could be even worse. Good customers expect clean and accessible restrooms, so it’s essential to maintain high standards.

Different states have different laws protecting a customer’s right to use the restroom on site. It’s important to identify guidelines for your state and adhere to them.

Check the Restrooms Daily, if Not Multiple Times Per Day

A dirty, unmaintained restroom is a health hazard and can lower employee morale. Establish management standards that clearly outline expectations regarding restroom maintenance. I advise my managers to check the bathrooms regularly. If you know someone has used a restroom, make it a priority to clean it afterward to ensure a positive experience for everyone.

Additionally, lack of supplies is a major concern. If there’s no toilet paper, guests might resort to using unsuitable materials, which can cause plumbing issues. This neglect can harm your company’s reputation and image.

Maintaining a clean self-storage restroom is part of a manager’s job description. It’s something you should be doing multiple times every day. The expectation is that, especially on high-traffic days—like weekends—you need to check the bathrooms more often. Also, it’s important to set a standard with your assistant managers and ensure they know you expect the bathrooms to be clean several times a day. If we have a lot of people in the property, you want to address any issues you see immediately.

When I visit my stores, I always check the bathrooms, and I will clean them if they need it. If I’m in a hurry, I remind the manager or maintenance staff to keep an eye on the bathrooms and to clean them multiple times a day. It’s essential not to wait for a customer complaint; that’s too late. Staying proactive is key.

Keep Cleaning Supplies in Stock

Additionally, consider where you store your cleaning materials. In some stores, we’ve had issues with theft of toilet paper and cleaning supplies, so we now lock them up. Not all my stores have this problem, but it can depend. It’s crucial to ensure that cleaning supplies are always available, because without them, the job becomes much harder.

What to Focus On

You should focus on cleaning the toilet seats (top and bottom), sinks, countertops, and mirrors. Make sure the mirrors are streak-free, and don’t forget to sweep and mop the floors, especially around the toilet area. Empty the trash can regularly, which might mean several times a day if it’s small, and make sure to change the liners if they look worn. Pay special attention to disinfecting high-touch surfaces. This will keep everything cleaner and make it more pleasant for both you and your customers.

Get a Checklist Going and Keep it Updated

One of the things I’ve implemented in some of my stores is documentation. With every inspection, we record the date, time, responsible employee, and any notes on repairs or additional cleaning needs. This keeps a record of our cleaning efforts, particularly in stores with high traffic. It’s interesting to note that if you have 2,000 units, you will naturally see more restroom usage. Even movers or non-tenants who come in for others may not treat the bathrooms as well as regular customers do.

We often encounter customers who behave as if the facility is their home. They tend to linger and leave a mess, so after their visits, we have to tidy up to prepare the space for our regular customers.

Be Sure to Check the Basics

When cleaning, it’s essential to check the soap levels and the towel dispensers, as the towel dispensers sometimes don’t show their true capacity. It’s a good idea to check the dispenser; if it’s low, refill it. Additionally, if you have a hand dryer instead of towels, make sure it’s working properly; if it’s broken, you’ll need to ensure there are enough towels available.

Pay attention to the trash levels to prevent overflow. If there are any unpleasant odors in the sinks, promptly use an air freshener or odor neutralizer—this can make a significant difference. Also, ensure the floors are clean and free of debris, and dry before leaving. A wet floor can pose a slipping hazard for customers, which I have experienced firsthand at one of my locations.

I personally enjoy using a spray scent in all my bathrooms and my car. A pleasant smell gives the impression of cleanliness. It’s crucial to maintain professional standards in a business environment.

Protect Yourself While Cleaning

When cleaning, always wear waterproof gloves and consider using safety goggles or face shields to protect against splashes. Only use approved cleaning products; avoid using anything that could be harmful or ineffective. While quality cleaning supplies may not always be the cheapest, they are important for maintaining cleanliness. Store these supplies neatly, and I prefer to keep them locked away to prevent theft, as there have been instances where cleaning supplies have gone missing. Customers sometimes enter our bathroom and take items from us, which is considered stealing. It’s important that you report any maintenance issues or problems with the toilet or sink, whether they aren’t working properly or there’s water dripping. Please ensure you report these issues, and remember to keep the restroom cleaner than you found it.

Wear non-slip shoes while cleaning, as I’ve seen several managers slip and fall in the bathroom after mopping.

Your Store is Being Judged Based on the Restroom’s Appearance

It’s easy to overlook, but remember that customers often judge our facility based on the condition of the restroom. We frequently receive feedback from shoppers who report unpleasant conditions, such as a dirty toilet.

While some of the feedback may seem like too much information, it’s essential to maintain a clean and consistent environment. Take pride in your property, including the bathroom. The cleaner you keep it, the more likely customers will maintain that standard as well. If you leave it dirty, they will too.

Operations, Self-Storage