Choose a consumer of any product or service and you may find what they value the most is brand consistency. Have you been turned off, made a different choice, or selected a new vendor because of a lack of consistency?
Ask yourself this question, “What do buying choices, customer satisfaction, and job promotions have in common?”
In Good Taste
In high school, I had some friends’ who loved the boxed macaroni and cheese. The kind that comes in a small box, complete with macaroni, some powdery or sauce type cheese, and on the side of the box are the cooking directions.
I’m working from memory here. As I recall, you boil some water, add in the macaroni, simmer for a while, and then ultimately mix the concoction together with the cheese and maybe some butter or margarine.
My friends’ mother was the shopper and often bought the bargain boxes of the generic macaroni and cheese. Until one day, she had a coupon for the real stuff, the Kraft brand, Mac & Cheese.
The mother happily prepared the Kraft brand and proudly served it. My friends’, her children, were appalled. They thought it was the worst macaroni and cheese they ever tasted.
It was different.
Consistency is not about being like someone else, consistency is about being unique. The important part is that you are unique in the same way each and every time.
There is a pizza shop just a few miles from my home. They always appear to be busy. When you go in the shop there is a sense of urgency and hustle. It is a nice success.
I don’t go there as much as I would if their pizza was consistent. Depending on who makes the pizza, it is different. It’s disappointing.
Is the business or organization you work for consistent? Are the products and services consistent with the brand reputation?
What about your own personal work? The time, emotional labor, and outputs, are they consistent?
Buying choices, customer satisfaction, and job promotions do have something in common. They are often based on the expectation of being authentically consistent.
Dennis E. Gilbert is a business consultant, speaker (CSPTM), and culture expert. He is a five-time author and the founder of Appreciative Strategies, LLC. His business focuses on positive human performance improvement solutions through Appreciative Strategies®. Reach him through his website at Dennis-Gilbert.com or by calling +1 646.546.5553.