This Customer Service tip is predicated on the history of the word customer. Straight from Wikipedia, the definition of customer…historically derives from “custom,” meaning “habit”; a customer was someone who frequented a particular shop, who made it a habit to purchase goods there, and with whom the shopkeeper had to maintain a relationship to keep his or her “custom,” meaning expected purchases in the future.
Our customers today keep the same patterns. They become accustomed to certain products and services and expect those to be consistent. Now of course, if the product or service that we are providing is not meeting their expectations, then they will leave us (quite rapidly usually) for our competitors.
However, assuming that our customers are content with our current level of service and / or quality of product, then the number one concern that we should have is to be consistent.
One of my favorite examples is a restaurants that have been around a few decades – either small town or downtown – it does not matter. Ask anyone who goes there why they like it so much, the answer will always lead to consistency. They order the same food, the get used to the same friendly staff and same atmosphere. Behind it all, you will find a contented owner who is (generally) making a fair living.
People like consistency – give it to them.
Thanks for reading,