Consistency

Picture this: You talk with a customer service representative over the phone and confirm that everything is ready to go for you to upgrade your cell phone. Then you go into the actual store to get your fancy new phone only to be severely disappointed that you are not eligible for an upgrade due to using the upgrade option nearly 2 years ago for a phone that you returned within one week of purchase. What’s worse, you were ensured upon returning that phone (almost 2 years ago) that your upgrade option was reinstated.

Now here you are ready and willing to give a company you have a great, long-term relationship with more business and you’re being denied due to their mistake. A mistake that you were told would never be an issue. Well, you take it upon yourself to call customer service while standing in the store to clear things up and they tell you they have to process a special request that will take 7 days. Are you serious?

This was an experience I recently had with AT&T Wireless when I wanted to upgrade to the new iPhone 3G. Needless to say, it left me very frustrated and unhappy with AT&T Wireless and I’m sure it would do the same for you. Oh, and I should mention, that I have yet to upgrade to the new iPhone simply because I don’t want to deal with that hassle again.

So, what is the biggest issue here? Lack of consistency. You’re told one thing and here another from someone else. One customer service rep notates your account about your conversation, and others do not.

My point: Be consistent! When operating your business, working in your place of employment and living your personal life, be consistent. Inconsistency degrades your credibility and frustrates people so that they will no longer want to continue a relationship with you. If you’re a business you will lose customers. If you’re an employee, your employer will not give you the projects or responsibility you want.

In order to be consistent you must set policy and procedures that promote consistency and then enforce them. Make consistency fun by promoting it in creative ways. Just be consistent.

Feel free to share comments and stories about your experiences with consistency (or lack there of). You may also email me at james.plotnik@gmail.com if you like.