Why Consistency Will Make or Break Your Business

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.

Want to improve your business? This will help...

  • Improve your customer service to amaze your customers
  • Build better customer relationships to retain more long-term clients
  • Optimize your website to grow your profits


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  • http://www.workwithchristy.com Christy Lee

    HI Joe,
    Thank you for writing this article. I am doing research on some best practices for businesses specially home based businesses But I love this article because every one no matter if you are home based on brick and mortar needs to be consistent.
    Thank you
    Christy

    • http://www.returncustomer.com Joe Rawlinson

      @Christy – I think home based businesses even have an advantage because they are often just one person. With one person, it is easier to be consistent because you have all the knowledge and history of business dealings with customers. When your business grows, for example, new employees don’t always have the experience and history to know what the last interaction was and thus might be inconsistent from the customer’s perspective.