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Driving Tenant Acquisition and Renewal with a Winning Restroom Strategy

By Russell Copeland, Group Manager

modern-building-detail-2_istock_000006293909_mlChess is not just a board game. In an office environment, C.H.E.S.S. (cleanliness, hygiene, efficiency, sustainability, and satisfaction) drives the tenant experience. Recently, Kimberly-Clark hosted a webinar discussing C.H.E.S.S. and how it plays an integral role in tenant satisfaction. According to Kimberly-Clark’s research, restroom complaints are among the top three in an office environment, and when surveyed, many tenants chose the office restroom as their least favorite space compared to the office lobby, cafeteria, or their workstation. With the average office worker visiting the restroom three to four times per day, consider the impressions left on tenants and their guests. Small changes can be made to positively impact the overall restroom experience.

From tenant surveys, we are able to see the exact cause of dissatisfaction. Specifically—and not surprisingly—overcrowding and cleanliness were the main issues. Once any maintenance concerns are addressed, consider the behavior of the restroom users. We can invest in more cleaning sessions, but until we change behavior the environment will remain the same. Research shows humor is an effective tool to implement behavioral changes. Appropriately humorous signs on the inside of each stall door can be installed to remind individuals to maintain a clean environment and let the building staff know if there are any maintenance issues within the restroom.

Other improvement ideas gathered from tenant surveys include:

  • Hands-free sensors to address the unflushed toilets
  • Additional countertop box towel dispensers that are accessible from all of the sinks to eliminate water on the counter and floor
  • Air neutralizers to freshen and sustain clean hygiene in the restrooms

C.H.E.S.S. presents an excellent opportunity for us to consistently look for areas to improve the tenant experience. Understanding the tenant mix and behavior is crucial to successfully managing an office environment, especially within the restrooms.


Copeland_Russell_2010_CW_convertedRussell Copeland is Group Manager of Asset Services with Cushman & Wakefield. He is responsible for the management and oversight of 1.6 million sq. ft. in the Atlanta Market. Russell is a member of the Executive Advisory Council for the Campbell School of Business at Berry College and the BOMA Georgia Board of Director, where he served as Chair for the BOMA Georgia Membership Committee. Russell is also a TOBY Award Winner in the Corporate Facility Category 2014 & 2016, and he recently completed the Commercial Real Estate Leadership Masters Program.

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