Why Don’t People Deliver Consistent Customer Service?

I took a few days off with my boys at the beginning of the summer holidays. We visited a lot of different businesses that offered varying types of services – restaurants, activities, etc. There was one thing that remained the same …

You see, I am a massive believer in how a good company culture can help all businesses, but it appears to me that not everyone shares the same view.

I would guess most don’t know how to implement it or assume their team all act and deliver their work in the same way, anyway. It was even referred to me in conversation the other day as “The Fluffy Stuff”, which would imply it’s just not important enough to worry about.

What has your business missed because your team are delivering inconsistent customer service or not following standard processes? You could lose a new opportunity, a sale or, even worse, you could lose the customer completely.

At one place we visited we experienced such a big contrast in service levels from two different individuals. One really wouldn’t have encouraged us to ever go back, but then the next person was the polar opposite, he might just have saved our opinion of the place.

So, what can you do today to ensure you and your team are all delivering the same products and services at the highest levels? You could embed your values within the business, you could share your vision, or even review your processes and systems.

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