Walt Disney vowed that Disneyland would be spotlessly clean from the beginning. That is one reason why cleanliness became one of the most important factors of Disneyland. Many people predicted that the park would never stay clean after it opened. But Walt insisted that it would because people are going to be embarrassed to throw anything on the ground. Walt was a big believer that customers react according to their surroundings.
I believe that cleanliness is often taken for granted in many businesses. Most businesses tolerate average cleanliness with standards that are low. It is amazing that Disney World manages to maintain over 43 square property miles spotlessly, yet convenience stores, fast food places, shopping centers, banks and businesses can’t keep their tiny parking lots clean. Disney accomplishes this by making every employee’s (cast member) responsibility to pick up trash whenever they see it. That’s the only way Disney can keep their large property clean.
Disney’s philosophy is that they must exceed the expectations of their guests. Therefore, the parks and resorts can’t just be clean to meet the average standards. They must be excellent or pristine. Do you define clean as being average or do you try to exceed expectations. I often observe retail stores, banks, fast food restaurants, gas stations and grocery store employees passing over trash in the parking lots, entrance ways, restrooms and hallways with out any consideration of picking it up.
What is your standard of clean? Do your employees know what the expectations are of clean? Do you take the time to pick up trash and set an example for the rest of your staff or team? Regardless of who you are, no matter what your title is, maintaining cleanliness and exceeding the expectations is the job of every person in your company or business.
There are so many factors that can affect the customer experience. Some we can not control. I believe we can control and exceed the expectations of cleanliness in any business. I has to be more than just a choice of an employee. It should be non-negotiable. Employees and leaders must choose to pitch in at all times to do their best to help keep their public areas, bathrooms, parking lots, entrance ways and aisles pristine. Take cleanliness personally. Walk around your property and buildings. A lack of cleanliness reflects poorly on your brand and business. It is one way to separate your business from your competition and provide a great customer experience whether you are a gas station or 5-star hotel. Taking pride in the cleanliness of your business to make it pristine will truly make the customer experience magical!