Following some fantastic feedback from my 'What can business learn from Bond?' post, I have decided to take each of the 3 lessons individually, exploring in more detail why they are so important, and how they can be implemented into your business.
Lesson 1 : Consistency
'Every business needs consistency; consistency of quality, consistency of service. Whatever this looks like for your business, it's important to ensure all your customers are talking about the same qualities every time they mention you and your brand.'
A mile from my house is a fantastic Chinese restaurant. The food is great, the atmosphere relaxing and the beer refreshing.
The staff have changed slightly since I first started eating there, and I'm sure the prices have too, but one thing that has remained consistent is the high level of service.
I have now gotten to know the manager quite well (a sign of visiting far too often!), and he takes great pride in offering an exceptional level of service to every customer that walks through the door.
This, and the great food, is what makes my partner and I, and plenty of other regular customers, keep going back, again and again.
We know that every time we go, we will be greeted with a handshake, a conversation and the full attention of each and every member of staff in the restaurant.
For me, this consistency contributes significantly to the success of the restaurant.
Why is consistency so important?
As customers, we don't like surprises.
We like knowing that every morning when we visit our favourite coffee shop, the coffee will taste the same as it did yesterday.
We like knowing that every time we visit our favourite restaurant, the staff will treat us with the same high level of service they did last time.
Consistency builds momentum, and (positive) momentum is what turns customers into repeat customers, and importantly, advocates for your business.
Keep them coming back for more
Delivering a consistent product and/or level of service to every customer is hard work.
It takes focus, it takes passion and it takes energy.
If it was easy, everyone would be doing it.
Everyone isn't doing it, and consistency will set you apart from your competitors, it will make customers come back, and it will turn customers into advocates.
What do you want your customers to be talking about every time they mention you, or your company?
Is it that they are always greeted with a smile every time you serve them a coffee?
Is it that you always get back to them within 24 hours when they have a query?
Is it that you send a hand signed 'Thank You' note with every order?
Ask yourself 'What do I want my business to be famous for?'
Then go and do it. Every day. With every customer.
*The above information should not be considered business advice, and does not replace the need to consult a professional business advisor*