Word Of the Week #28: Consistency

April 21, 2009 by  

Consistency: marked by harmony and regularity: showing no significant change, unevenness or contradiction.

Last week’s word was flexible. How can you be flexible and consistent at the same time? Do those words seem contradictory?

Flexibility means adapting to new situations and people. Consistency applies to all levels of taking care of your customers, guests, and members.

All you have to do is determine the level of service, food quality, etc., you wish to give each and every person. Then you have to maintain that level and never fall below the standards that you have set. Your customers, guests and members have expectations based on their experiences in your establishment. And for those of you who have been in business for many years, with long term customers and members, this can be a challenge!

For example, the first time I go to a restaurant I have certain expectations. If the experience is better than I expected, (the service and/or food quality), then the next time I go back it should be as good or better. But not worse!

In order to run a consistent operation, everybody needs to “buy in” to being consistent. Not always an easy thing to do! This week ask yourself and your team, “How can we be more consistent in our service and how can we be more consistent delivering our quality products?”

Reader Responses

“We had a saying at CCV that when the member comes back to visit, they are actually (self proclaimed) experts. They really know what they are looking for, they expect the WOW effect and the razzle, dazzle. Remember at Disney World, the small gold mosaic in the mural at the castle? Visitors go there, look for it and share the special moment of looking at the exquisite gold piece. It better be there, or else..!” — Kurt J. Bishofberger

“I have found that consistency is perhaps the most difficult of all to achieve. In particular in a world of mediocrity, it is difficult to establish a standard of excellence and then maintain it. Employees like to gravitate to mediocrity because it is the path of least resistance. Once we have established the standard of which we want to be known by, we must not let others take us down to their level, whether we are talking about life in general or business, the same principles apply. The difference between ordinary and extraordinary, is that little extra. I have found over the years that the Ritz Carlton Hotel Group does this best. — Don Vance