Image and liability issues: can your business pass the white-glove test?

As a business owner, you don't have to be told that time is a precious commodity. That's why it's easy to overlook or even forget many of those "I'll-get-to-it-later" chores or maintenance items that are so important to your image.

Some business owners turn to a business image consultant for help. By acting as the public's "eye," these consultants serve as advocates in terms of improving and maintaining a business' image as well as addressing liability issues.

Here are some expert tips to help you improve your business image. Although some relate to specific businesses, many of them can be used as a checklist for almost any type of business:

Image issues

* Live plants make a nice impression, but they can also harbor insects in the soil or leaves. Dead leaves, debris in pots or wilting, water-starved plants create a poor impression. It is important to actively maintain plants.

* Walls, dividers, light fixtures and window treatments need to be cleaned frequently but employees and service contractors may overlook this. Even with low lighting, your customers will notice these items because they are sitting for an extended period of time.

* If you have employees who were not specifically hired or trained for maintaining your facilities, they may be disgruntled about their unexpected "extra" duties. They may not have the knowledge (or desire) to do the job correctly and therefore, these services should be left to the professionals hired to do them.

* In a restaurant or other hospitality facility, make it a priority to perform visual inspections of the restrooms after the lunch and dinner crowds. When this is overlooked, it can be quite an eyesore for the consumer.

* Monitor hairstyles and/or facial hair of employees, from the chef to the wait staff. Never let your staff's hair touch the tray of food resting on their shoulder. Loose or unkempt hair is very unpopular with patrons (and unsanitary).

* Walk down the corridor. What does the customer see if they have access to view food preparation or storage areas?

* In health clubs, spas, salons or medical facilities: What does a patron see when lying face down, reclining in a chair or looking at the ceiling?

* Frequently, baby-changing stations are not kept as clean as they should be. If you provide this perk, make sure your service companies include this on a daily basis.

Liability issues

These tips address potential liability issues as well as your business image:

* Pump dispensers with mouthwash in public restrooms should be replaced with individual packets for each use.

* Paper towel dispensers and hand driers should be placed next to the sinks in restrooms. This will lessen the risk of slip-and-fall accidents caused by water trails or puddles on the floor.

* Hot water temperatures should be monitored often in the restrooms of restaurants, salons, spas and health-club facilities. These are places where parents frequently take their children, but may not accompany them to the restrooms.

* Ceiling fan mounts should be checked at regular intervals because they can become loose through the vibrations of everyday use.

* Loose landscaping, stones and bark, or uneven and missing concrete, usually located from the parking lot to the entrance, often get overlooked. Neglecting this can result in someone falling down and getting hurt.

* Business owners and managers often disregard benefits from power-washing their sidewalks and parking areas. The positive effects include improving the visual aspect and removing slick, greasy or sticky spots.

Diane Corrigan is president of Unique Critique LLC in Shelby Township, a Silver-level member of the Detroit Regional Chamber.

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