.If you want your new business to succeed, it is important to be consistent. Consistency is the key to a great customer experience, and your goal should be to provide the same high quality products and services to all your customers all the time.
Customers want you to be reliable, and you can achieve that by ensuring that they can get the same quality everytime they come to your business. If you’re a restaurant, you should strive to avoid serving an incredibly delicious chicken cordon bleu one day, and a dry and tasteless version the week after. Consistency makes it easy for customers previously satisfied with your business to come back again and again, and even refer you to their friends.
Taylor Clark, in the book “Starbucked: A Double Tall Tale of Caffeine, Commerce, and Culture” explained the appeal and continued success of Starbucks. According to Clark, one of the factors that makes Starbucks a great success is their solid focus on the consistency of their products. As Clark wrote:
Consistency … is nothing short of essential to the company’s appeal. With coffee, consumers want to know what they’re buying will be decent … “People hate to gamble with this,” said Ward Barbee, the Fresh Cup publusher. “Americans are herd driven. We like everything to be the same. We know that if we go to another part of the country — Oh Look! There’s a Starbucks! — you’re assured of getting the same thing.” Whether you’re in downtown Seattle, an office building in Dubai, or an airport in Japan, Schultz wants your cappucino to taste exactly the same. Travelers in particular appreciate this focus on reliability.