Many companies struggle with consistency. You talk to one employee, they say no, another says definitely, another says I’m not sure. Consistency creates trust. Inconsistency creates frustration, and a possible loss of business.
A couple of weeks ago I went to eat at an Indian buffet. It was new, and my husband and I were excited! The reviews were good and they were offering a huge dinner buffet. But upon our arrival, we started to get a little nervous. On the storefront were the words “Daily Lunch Buffet” spelled out with the sticky letters you get from a local hardware store. Behind the letters were old, brown blinds that were all completely shut. The entryway was dark. It didn’t look promising, and like they were trying to hide something.
As we walked in though, we were confused, but thankfully pleasantly surprised. Although the furniture was dated, the tables were covered in white table cloths, there were crystal chandeliers, and places were set. What we expected from the outside, was not what we encountered from the inside. And although we thankfully did go ahead and go in, many people may not. Businesses need to be consistent. Whether you go from having a poor first impression to a better experience, or a good first impression and a poor experience, neither is desirable.
Imagine if someone had been scoping out places to have a corporate dinner outing. Although the inside was presentable, and the food was great and plenty, the storefront may be enough to cause them to shy away. They may not want their guests thinking, “uhh, where are they taking us?” as they approach the restaurant.
Is there something in your business doing the same? Is there something about your brand that isn’t consistent and may be causing people to turn away? Is your website style consistent with how you design?If you have a physical location, does the outside look just as sophisticated and well-designed as the inside? If you say you provide high – level design, do you also provide high – level service? Do all of your employees? And what about your picture on your website, is it what customers can actually expect when they open their door?
If not, it may be time to take a good hard look at your business. And, it may not even be you that is the best person to judge. It may be past or current clients, friends, family, or a consultant who may be able to point out some of the holes in what to you seems like a beautiful tapestry.
That way, your clients can have an experience as consistently beautiful and enjoyable as your designs!