How Banks Can Handle Cleaning During the Pandemic to Strengthen Customer Trust

Since the beginning of time, money exchanges have centered on trust. Today, consumers have countless banking options, and they still want some in-person interactions — despite uncertainty surrounding the reopening phase of the pandemic. Making them feel safe and comfortable will be paramount for branches everywhere.

We’ve all had the uncomfortable experience of walking into an establishment that smells unpleasant, looks like the carpets haven’t been cleaned in years, and seems poorly lit. No bank can afford to exhibit any of those unwelcoming characteristics, especially with industry competition at an all-time high.

Consider putting some steps in motion if you’re the facilities manager or branch manager at a financial institution. The following tips will help you project an appealing indoor environment that encourages customers to keep coming back.

1. Set up cleaning schedules for aesthetic items.

Surfaces like windows, walls, and floors contribute to the overall look and feel of your facility. Arrange routine cleaning services to keep these areas looking fresh, and customers will be more likely to feel comfortable and welcome visiting your branch.

Work with your service building contractor (SBC) to devise a maintenance plan that keeps your spaces sparkling. You may not need to have every touchpoint addressed daily, but you should probably pay more attention to them than you did before the pandemic.

When you’re speaking with your SBC, be sure to ask about how you and your in-house janitorial staff or even employees can help keep everything clean between visits. Find out which products and procedures to use, and determine cleaning frequency based on projected outcomes. Be sure to communicate your intentions to staff members regarding cleaning protocols and expectations. The more transparent you are, the more likely you’ll be to get buy-in from all team members and contractors.

For instance, your carpets may need to be deep cleaned monthly. However, they should be vacuumed with top-grade equipment, such as a vacuum with a beater bar to loosen up the dirt stuck in carpet fibers, at least once a day to lift up real soil. Carpets saturated with tracked-in soil, dust, sand, and moisture can lead to poor indoor air quality (IAQ). High IAQ is a priority, especially now when everyone’s concerned about being vulnerable to contracting or spreading illnesses.

2. Pay special attention to your entryways.

Over 80% of the soil that gets into commercial carpets and flooring comes from outside, tracked in on shoes. Luckily, at least 75% of that dirt, dust, and moisture can be contained at the entrance with a proper entryway system. MilliCare’s zone entry system determines the best materials and products for each area of your building based on its zone:

• The first zone is outside and is the first place to target. We recommend products with scraping action for this zone to catch grit and heavy particles from shoes.
• The second zone is the enclosed entrance of your building. Here, we recommend a dual approach of scraping and absorbing to stop any leftover particles and moisture from entering the building.
• The last line of defense, or the third zone, is the primary area inside of your building. Here, the focus is on removing moisture or any remaining small particles.

By choosing the right flooring material and developing a regimented cleaning procedure for each zone, you can limit how much soil enters your space. In addition to concentrating extra efforts on entryways, consider how you can use them to remind consumers of their role in keeping everyone safe.

As an example, MilliCare has entry mats available with a wide variety of social distancing reminders. The mats can also include your banking logo, creating a branding experience that also serves a purpose, drives awareness, and increases customer confidence.

3. Make personal sanitization solutions and protective equipment available.

People are concerned about keeping their hands clean with sanitizer wherever they go. Arrange to have hand sanitizer stations available at key points around your space, such as along platform counters, in waiting areas, on loan officers’ desks, and in conference rooms.

Some manufacturers sell antimicrobial pens. Providing items like this might be a nice, comforting touch if customers need to sign paperwork, deposit slips, or checks. They can also be offered next to hand sanitizer and maybe even wipes.

Although most consumers already have masks, keep a few on-hand for anyone who forgets to bring theirs in during a visit. Some mask-making vendors offer disposable masks that feature logos, which might serve as a practical marketing tool for your financial institution.

At the end of the day, maintaining a spotless facility equates to smart business practices, pandemic or not. Your employees and customers will appreciate the attention and care you put into making sure their health is a top priority. And they’ll be more likely to make you their No. 1 choice for fiscal management and financial growth needs.