Consistency in a business is so important, not just with your customers, but also in your internal dealings.
The thing that is most obvious to the outside world is, of course, how you treat your customers. Do you keep them well informed, do you treat them with respect and are you always consistent in how you communicate with them. However, it is also the unspoken things which are important to promote consistency. For example, if you claim to be providing high quality products, then the literature you have to support it, the way you and your team look, and everything else that supports your product or service must have the look of quality about it. Any inconsistency can quickly raise suspicions and you can easily lose business by creating uncertainty in your customer’s minds.
So that is the external consistency, but what about internal consistency, ie how you relate to your team. The most important point is that you are fair and consistent with all. To be able to do this you must make it completely clear what is expected of all your staff, and what culture they should buy into. In this way you can reasonably discipline people when they do things incorrectly, or don’t do things they are responsible for. Equally well you can offer praise every time they go the extra mile, or exceed expectations.
So if you find that you are inconsistent either externally or internally, take a good look at your systems and procedures, check your job responsibilities and re-examine your business culture. You’ll be amazed at what simple changes to things like this can have on the success of your business.