Friday, May 20, 2005

People Like Consistent Service

I've really noticed that customers like consistent service. That may sound like a stale truism, but I recently found it out about myself as a customer.

I've never thought of myself as someone who looks for consistency. My life is ever changing, and I'm always introducing new thoughts, patterns and information into my own life and the lives of others.

However, I visited my accountant before tax time a few months ago. He is a great accountant, I have total trust in him.

He was a couple of minutes late, so I was waiting in the lobby. I noticed there were a couple of people already in the conference room that we usually used. No, it was the conference room that we ALWAYS used.

My accountant came in and ushered me into a different conference room. I stood there stunned for a minute. How could he use a different conference room? I was used to the old one!

I surprised myself. It was then that I realized, if I, a change-lover, had this kind of reaction to such a small change, imagine what other people feel when they have to deal with small or big changes in service. They'll hate it.

People love consistency. That is why they'll choose a Burger King over a nice-looking family restaurant that they've never heard of, even if they hate Burger King. At least it's consistent.

1 comment:

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