Why Consistency is Important

Why is Consistency Important?

I published a post on LinkedIn recently about consistency and why lack of it is annoying.  It got me thinking a lot more about consistency - and why it’s important.

What is consistency?

Dictionary definition - the quality of achieving a level of performance which does not vary greatly in quality over time.

It means ‘being the same’, if you go into a McDonalds anywhere and order a hamburger - you know exactly what you’ll get, it’s the same everywhere. I’m not saying it’s the best quality - but the definition doesn’t mention being the best - it says the quality doesn’t vary greatly.  Consistency in product is one of McDonalds’ strengths.

It means ‘doing what you say you will’, from the smallest “I’ll be with you in a moment” to the rather more significant “I’ll support you all the way”.  Commercially this can be linked with a company slogan, for example John Lewis’ ‘Never knowingly undersold’. However, change the slogan and there is a good chance it will affect the public perception of the business - we’ve yet to see how dropping this policy (August 2022) will impact John Lewis.

It means ‘acting in accordance with your values/beliefs’ - every time. If one of your core values is honesty, you can’t decide that it’s ok to lie to someone to achieve a goal, the end doesn't justify the means. 

It means ‘not settling’ - what’s right isn’t always what’s easy - in fact it often isn’t easy to do the right thing. 

Why is it important?

Whether referring to an individual, and organisation, a system or ourselves - consistency is important for these five key reasons (or is that six?) - 

True to values - people know the values and can rely on them being applied. 

Relationships - built on integrity, respect and confidence.

Understanding - clear communication.

Satisfaction - expectations are met.

Transparency - no unpleasant surprises.

What consistency isn’t

Consistency doesn’t mean lack of creativity, it doesn’t mean boring, or inflexible, and it certainly doesn’t mean resistance to change.

It’s possible for consistency to be translated as routine, repetitive and ‘safe’, and it can be all these, but it isn’t only these.

Change can be managed consistently by applying your values, working within the strong relationships that have been built over time, with clear communication and transparency.  Manage expectations around change and there is no reason why consistency should be a hindrance to innovation, flexibility and creativity.

Being inconsistent is annoying - to say the least!  Do you have one of ‘those’ friends, the one who makes arrangements and then cancels or changes them at the last minute? Love them dearly but they are so frustrating!  Have you been to a local restaurant and had great service and great food, only to return a second time and receive average service and food? Not sure you’ll be going back a third time!  How about work? Do you find that your department seems to apply the values/rules differently to others?  It’s annoying when it appears that you get less support than someone a few offices down!

Consistency isn’t easy, especially for large organisations. It takes hard work and discipline, but if we start with ourselves, we can hopefully send out positive ripples that will affect others.  In turn they can develop their own consistency.

So...be consistent…Why wouldn’t you?