Imagine this scenario. You visit a local business for the first time. You've heard great things about it and found excellent reviews when you researched online. When you arrive, the building is very clean and impressive. You have a great feeling about your visit, but when you walk up to the front counter, you see a teenager with a wrinkled shirt and pants, facial stubble, and messy hair. How does that make you feel? If you're like most people, you're unimpressed, and maybe a little offended. You are about to spend your hard-earned money, and the employees are too lazy to even dress appropriately.
Now take a step back and think about your own business. Would a customer ever feel this way about one (or more) of your employees? As a business owner, you have put a lot of work into your facility, your brand, and your image. You've probably spent time and resources developing your customer service, creating the right packages, and ensuring your facility looks spectacular. But all of that work will be for nothing if your employees don't look the part.
As we've said before, it's helpful to look at successful entertainment companies for ideas and guidance, and there's none better to emulate than Disney. If you've ever been to any Disney property, you know how amazing the customer experience is. Disney understands that the way in which an employee looks and acts is a huge part of the customer experience. They have specific rules on uniforms, facial hair, tint and size of sunglasses, length of socks, and more. Obviously not every facility will go this far with their employee dress code, but it's important to have a strict standard for attire, appearance, and even smell. As weird as that sounds, we've had bad experiences at various businesses in which an employee didn't have great personal hygiene. Not fun!
Make sure your dress code is very clear to all employees so there is no confusion or ambiguity. Make it part of the employee handbook, or put information about the dress code in the break room. Next, you need to be willing to enforce the dress code. If Johnny shows up to work with wrinkled pants and stubble on his chin, send him home to change and shave before he can clock in. Even if you'll be understaffed for a short period of time while Johnny changes, it prevents your company's reputation from being hurt by a lazy employee. Plus, managers can always step in to help with operational duties while the facility is slightly understaffed.
With a little bit of work and enforcement, you can make sure your employees enhance your facility's image, rather than detract from it.