Consistency is the key to a great customer experience. If you start slipping up or forgetting things, your customers can only assume other problems are afoot as well.
On a recent vacation, the hotel we stayed at was consistently inconsistent. Everyday that the housekeeping crew cleaned our room, something different was forgotten.
One day, the trash was left in the room. The next day, no towels were left for us. This patterned continued during the length of our stay.
This poor service undermined our experience and solidified our decision to never stay there again.
Why is consistency so important?
Consistency assures your current customers of the experience they will have the next time they do business with you. If you did a good job this time, the customer will be more likely to do repeat business with you.
Consistency helps retain those customers that would otherwise turn to a competitor.
Consistency makes it extremely easy for your current customers to tell their friends about your business.
Being consistently bad doesn’t do you any good. If you consistently meet customer expectations, they will be satisfied.
If you consistently exceed customer expectations, you will delight customers and they will turn into loyal, raving fans.