Customer’s Need Consistency.

Customer Service ConsistencyMeeting a customer’s expectations is the cornerstone of good customer service. This is true for all businesses, from an inexpensive fast food restaurant to a luxurious, high-end hotel.

McDonald’s built their reputation on consistency. They created a formula that regulated every aspect of producing a menu item, so that for instance, when you ordered a .39 cent hamburger you would experience eating a burger with an identical hamburger patty, measurement of ketchup, mustard, pickles and onions on a standard bun every time. They had a system-a system that was part of their Standard Operating Procedures (SOPs).

Here is another example of a business using SOPs to create consistency for their customers. In an upscale hotel, employees use a checklist to produce the results required by their employer. Adherence to the details of the checklist is a requirement of employment. The checklist specifies for instance, when to turn down a customer’s bed and how to set up a room, considering the most minute details. When a customer checks into the hotel, personal preferences are collected that including the customer’s favorite newspaper, food and drink, etc.

During the customer’s stay, these preferences are initiated by the hotel as special touches-for example, the New York Times being left at the door each morning. Because the hotel uses SOPs, this level of customer service is experienced every time the customer stays at the hotel.

Massage Therapists should have customer service practices detailed in their Operation’s Manual as well. Information regarding a patient’s preferences in oils, scents, music, room temperature, etc. can be collected, noted in their chart and delivered during each session without the patient’s request.   Staff should be trained to understand and practice consistency with every aspect of a patient’s experience.

Never initiate a special touch or elevated level of service that you cannot consistently deliver. For example, it is nice to offer complimentary hot tea in the waiting room. However, if there is not adequate support staff available every morning upon opening to prepare and set it out or during the day to refresh it, it will not be available for every customer. If a customer receives a nice cup of hot tea on their first visit but nothing on a subsequent visit, they may feel like they received inferior service.

The bottom line is that customers want to know what to expect.

Customer Service Consistency


The E Myth Revisited by Michael E. Gerber