The Importance of Consistency: is Your Product ‘Like a Box of Chocolates’?

My momma always said, “Life was like a box of chocolates. You never know what you’re gonna get.” –Forrest Gump

For the past seven days, the subject of consistency has weighed heavily on my mind.

In fact, I have been reminded of it every time I look in the mirror; that’s because last week I was the recipient of the dreaded “bad haircut”. Even though I pay the same amount every time, I never quite know what I’m going to get when I go to the salon…sometimes a great cut, other times a pretty bad one. Oh, what I would give for consistency.

This idea of consistency often gets lost in the shuffle, especially among small business owners. This is surprising because consistency really is the key to success. Even with a mediocre product, you can be tremendously successful if you are consistent and reliable.

Just look at McDonald’s. Their food is average at best, however they have found nothing but success over the past 50 years. Why? Because they are consistent. Whether in Tokyo, New York, or London, you always know what you are going to get when you eat at a McDonald’s.

More than a great product, customers long for a consistent product. They want the same quality, the same service, and the same experience every time they come to your business.

As a business owner, you should create processes so that you can deliver this consistency. Make it impossible to be inconsistent and make it impossible for your employees to make mistakes. This example from Andy Sernovitz sums it up best:

How do you prevent your dental assistant from frying herself with X-rays all day?

The “on” button is OUTSIDE of the exam room.

There is no way to do it wrong. You have to leave the room to turn the machine on.