Imagine someone is rushing home to attend a prior commitment, but they need to stop for gas and some food to tide themselves over until it’s finished. A convenience store seems to be the perfect solution to their problem. However as they enter, the hot dog rollers aren’t rolling. The soda is lukewarm. Not to mention they almost passed the establishment initially because exterior lighting failed to grab their attention, and the bathrooms are out of order. Yikes. Now they’re late, unsatisfied, and probably won’t be returning to that location. Keep customers coming back with these 5 tips to boost customer satisfaction in your convenience store.
Despite their reputation for offering a quick and easy solution to our everyday needs, convenience stores face several of the following challenges.
Common Issues in C-Stores
Consumers stop at convenience stores when they are on a time crunch, for restroom breaks, or because it’s in a convenient location for them to stop. It’s more important now than ever to be a convenient option that satiates consumer’s needs, as the industry is expected to see a growth rate of 9.1% through 2028. If you experience any of the following common issues, you not only taint your reputation but leave customers unsatisfied and unlikely to return.
- Unexpected equipment breakdowns and disruptions: Causing downtime, increased costs, safety hazards, stress, and frustration.
- Balancing Costs and Preventative Maintenance: It’s hard to balance keeping costs down while ensuring smooth operations. Tight margins, high turnovers, 24/7 operations, and limited staff make it difficult to find a happy medium.
- Wear and Tear: Constant crowds coming in and out of your store are sure to cause deterioration in your equipment. Keeping machinery serviced year-round helps combat equipment failure that your customers are desperate to use in the short time they’re at your facility.
When customers leave your location unhappy, it leads to a domino effect of negative consequences. Prevent getting a bad reputation with these 5 facility maintenance tips to boost customer satisfaction in your convenience store.
1. Keep Perishables “Cool, Calm, and Collected”
Refrigeration units tend to breakdown easily due to how often people reach inside to grab their desired beverage. As warm air enters each time a door is opened, the unit works harder to maintain its’ cold temperature. Ice machines and beverage equipment breakdown from high usage, water quality issues from hard water and impurities, and lack of maintenance. Keep your commercial refrigerators cool, ice machines running smoothly, and beverage machines in working order.
- Refrigeration services: Ensure food safety and health code compliance. There has been a major health management shift within the past four years, and what consumers want most in recent years is freshness.
- Ice machine units: Essential for cold beverages, a broken ice machine leads to lost sales and unhappy customers. Keep your ice machine clean with our step-by-step guide!
- Beverage equipment: Needs to maintain the proper temperature, correct carbonation level, and remain free of buildup or uncleanliness. Buildup causes growth of bacteria and mold in the machine causing potential illness to the public.
- Backflow prevention: Soda fountain lines and coffee brewers are potential points of a backflow disaster. Prevent water from backflowing into the public water supply (causing sickness to the public) and stay up to date with regulations by working closely with a trusted facility management company.
2. Faucet Functionality
Clogged drains, overflowing toilets, and leaky faucets don’t give your business a clean look. Plumbing Services are necessary for sanitation and health. Neglected plumbing causes water damage from mold growth which disrupts operations and potential injuries. Unpleasant odors come about when plumbing is ignored, which is undesirable for customers while visiting your facility.
3. Let Customers Know Who You Are
Part of your job is to increase foot traffic in physical stores and keep customers coming back. Signage should be up to date and clearly direct occupants to their desired items while lighting is needed to make it visible.
- Signage: Engage customers and demand attention by highlighting your offerings via service and promotional signage. All signs around your facility should be clear and visible to customers.
- Lighting: Visibility inside allows customers to navigate the store safely and see potential hazards. Exterior lighting deters crime and theft due to the decreased chance of getting away without being seen.
4. Choose Comfort for your Customers
Well-run HVAC units provide the comfort that your customers want when entering your facility with clean breathing air to match. Optimally working units are sure to boost customer satisfaction in your convenience store.
- Maintain a comfortable temperature: Physical discomfort will arise in customers if your facility is too hot or too cold. The irritability that follows will determine how long they stay and the overall impression of your business.
- Clean air quality (IAQ): Breathing clean air is important for the health of occupants. COVID-19 and other airborne illnesses remain a threat to the public. Providing them with peace of mind with clean air takes worry off customers plates. It also helps them form their opinion about the establishment including their perception of cleanliness. Little to no dust buildup and no lingering odors are tell-tale signs of clean air quality.
5. Stay on Top of Minor Repairs
Small details majorly impact a customer’s experience in your facility. Dismissing minor repairs significantly impacts the safety and security of your c-store and its equipment.
- Handyman: Handling the care of doors, tiles, floors and more, is crucial for maintaining a safe and functional environment. A clean appearance allows for a smooth buyers’ experience that builds trust between your establishment and your customers.
- Electrical: Faulty wiring, outlets, or appliances pose a fire hazard to customers and employees. Addressing minor issues prevents downtime and escalation into bigger problems. C-stores also rely on generators to keep their store running smoothly during a power outage or planned outage. Proper maintenance is key. Waiting for the problem to get bigger could even lead to facility closure, temporary or otherwise.
- Painting: Chipped paint can make the store look neglected and unsanitary. Build trust and loyalty with customers by providing a pleasant shopping experience and a positive first impression.
BONUS TIP. Prioritize Preventative Maintenance
The last thing you want to do is disrupt sales and disappoint customers. What better way to boost customer satisfaction in your convenience store than ensuring equipment is always up and running? Preventative Maintenance allows convenience store professionals to avoid that by getting scheduled checkups.
- Prevent unexpected breakdowns and disruptions: By staying on top of maintenance needs, you lessen the risk of equipment going too long without getting looked after.
- First impressions are everything: Regularly inspect restrooms, ensure proper lighting throughout the store, and address minor repairs promptly. Clean and well-maintained equipment tells customers you care about their experience in your location and creates a smooth shopping experience for customers who want to be in and out of your establishment in a quick manner.
- Enhanced Product Quality: Regular maintenance of coolers and freezers ensures proper temperatures, preventing spoilage, and keeping food and drinks fresh. This translates to a better selection of quality products for customers.
Need assistance with a PM schedule? Download out free guide on How to Create a Facilities Preventive Maintenance Schedule | SLM (slmfacilities.com)
Boost Customer Satisfaction in your Convenience Store with SLM Facility Solutions Nationwide
You can’t buy loyalty; you must earn it. Keeping equipment running smoothly ensures customers can get what they need quickly and when they need it most. Prioritizing safety creates a comfortable environment where customers feel at ease. Finally, consistency in these areas builds trust and keeps customers coming back for a reliable and positive experience every visit. Be a helping hand to your customers by being a well-oiled machine.
Did any of these tips strike a chord/resonate with you? SLM can help! Let us help you boost customer satisfaction in your convenience store. We have 25+ years of experience helping companies manage their services including Plumbing, Handyman, HVAC, and Backflow. Contact Us today to learn how we can help you in the emergency services and preventative maintenance world.
