Many businesses underestimate the pivotal role that parking lots play in making a first impression on customers. Just as a red carpet sets the tone for a grand event, a well-maintained parking lot can create a positive initial perception of a business. Proactive and regular maintenance should be a priority for companies and facility managers, because it can significantly influence customer footfall and revenue.

Building trust

Keeping parking lots well-maintained is about aesthetics and building a solid business-customer relationship. While most businesses focus on having a clean, well-kept storefront, that’s not the only thing customers want to see when visiting. A poorly maintained parking lot can significantly impact a customer’s opinion of a business before entering.

Statistics show that 68 percent of customers agree that the condition of a business’s parking lot determines whether they will continue to visit a property or business. Therefore, it is essential for FMs and property managers to think like a customer and ask themselves, “Would I want to visit a business that does not care about their parking lot at all?” The answer is most likely no. That is why it is vital to start incorporating regular maintenance into business routines: It is the best way for FMs to start on the right foot with their current and potential customers.

Parking lots are the first thing customers see when visiting a business, and a lousy parking experience can be a major turn-off. People invest a lot in their vehicles, which are often their most prized possessions. If a parking lot is damaged, poorly designed or lacks accessibility, someone is not going to want to drive their car or leave it there. Customers must trust that their vehicles will not get damaged by simply driving through the parking lot. By establishing regular and proactive maintenance routines, businesses will make a positive first impression and garner the customers’ confidence that all business owners are trying to build and keep.

Safety is essential

When considering a business’s sales, an FM must recognize that a well-maintained parking lot can directly impact them; however, it is not enough for a parking lot to look “pretty;” it must also be safe. By prioritizing safety, businesses demonstrate their commitment to their employees’ and customers' well-being.

There are plenty of ways to ensure a parking lot’s design is the safest for drivers and pedestrians, including:

  • All parking lots should have proper, well-kept traffic markings and signs, meaning the markings are not faded or missing.

  • Parking lines should be fresh and bright to guide customers easily into their parking stalls.

  • Directional signage should be used to help the flow of the parking lot. It helps all customers, drivers and pedestrians know where they are allowed to drive, which direction to drive and where they can or cannot walk.

  • Usage/navigational signage eases confusion. These include arrows, crosswalks, stop/yield signs and speed limits, lowering the liability risks and fear of being towed for being in the wrong area.

It is also imperative to include proper safety features in parking lots; they reduce the possibility of accidents. Safety features that should be in every parking lot include:

  • Lights: If a parking lot is well-lit, it increases the likelihood of a customer being able to see signs, markings or pedestrians.

  • Speed bumps: Speed bumps bring peace of mind to business owners that customers will not be racing through their parking lots, endangering others.

  • Wheel stops: These prevent vehicles from rolling forward too far in parking spaces and help protect pedestrians and other parked cars.

Customers who perceive a business’s parking lot as unsafe tend to make fewer visits, potentially affecting revenue; however, if customers feel confident about their vehicle’s safety in the parking lot, there is a higher chance of them staying longer in the business — and spending more money.

A well-thought-through parking lot with proper safety features and regularly maintained traffic and parking markings/signs is crucial to a business’s success, and it is the key to encouraging repeat business.

Accessibility for all

A parking lot should be easy to use and accessible for all customers, including those with specific or unique needs and vehicles. Accessibility is a leading factor in having a smooth parking experience for the customer and a successful enterprise for the business owner.

  • A way to ensure the parking lot is accessible is to include: Americans with Disabilities Act (ADA)-compliant spaces: These spaces should be marked with bright signage and clear stenciling and should be located near the front of the parking lot next to accessibility ramps if needed. Compliance may also include ADA-consistent travel markers, such as audible crosswalk signals and fixtures for the visually impaired.

  • Electric vehicle (EV)-friendly areas: With the increased number of electric vehicles on the road, adding or increasing the number of EV parking stalls is an important consideration when updating a business parking lot.

  • Size-specific parking: If a customer has an oversized vehicle, they look for parking lots that can handle their vehicle. Marking specific parking spaces for oversized vehicle use only also helps with the flow of the parking lot. The same goes for motorcycle-specific parking.

  • Family features: Incorporating larger parking spaces for families to safely load and unload children and strollers is advisable. Additionally, spots for expectant parents give access to the business quickly.

When customers realize businesses consider their needs, they feel more confident and valued, leading to stronger loyalty and engagement. It is crucial to understand that not every customer has the same situation, and some customers have unique situations that may need special attention. Taking the extra time to make the parking lot more accessible will go a long way toward building trust and creating lasting customer relationships.

Maintenance for foot traffic

Maintaining the parking lot, walkways and sidewalks is crucial for businesses, such as shopping centers, that rely heavily on foot traffic. When customers encounter uneven surfaces, numerous cracks and faded lines, it creates a negative impression, suggesting that the business does not prioritize the safety and comfort of its patrons. This perception can deter customers from returning, ultimately affecting revenue and repeat business.

Moreover, poorly maintained parking lots and walkways pose significant liability risks. Accidents caused by tripping hazards or other unsafe conditions can lead to costly legal claims and damage the business’s reputation. This neglect signals a lack of attention to detail and overall care, leading customers to question the quality of the products or services offered.

In businesses where foot traffic is vital, consistently maintaining these areas is essential to attract and retain customers, ensure their safety and minimize liability risks. Companies can enhance their reputation and secure continued sales and customer loyalty by prioritizing the upkeep of parking lots and walkways.

Overall importance of maintaining parking lots

Every aspect of a business is essential and should be treated as such. Customers evaluate everything when considering a business, and they need assurance that it is worth their time. Neglecting parking lot maintenance can erode customer confidence and cost potential business opportunities. While it might be easy for business owners and property managers to overlook the parking lot’s condition, it makes a lasting impression to customers. It is both the first and last interaction customers have with a business. Ensuring a well-maintained parking lot safeguards a business’ reputation and demonstrates a commitment to quality and care that customers will appreciate and remember. Prioritizing parking lot maintenance will create a welcoming environment that encourages customers to return.