To have a strong brand, which develops from a vibrant culture, requires that some things are absolutely consistent across the business. The organization’s core values and beliefs must be meaningful and understood; so must the company’s purpose in the market. Those things comprise the organizational DNA that defines what the company looks like and how it operates.
Built upon this foundation, successful companies define areas of focus that are essential to success. There are certain elements here that benefit from consistency. For example:
- Human Factors. Things like Safety practices must be clearly defined and consistently taught. Inconsistency here spells incidents.
- Systems. A common business language, wired together by financial and business information tools, is essential.
- Customer Interactions. Having a common way to communicate, which enhances listening, understanding, adapting and then delivering services, provides a consistent way to customize the service offering. This is the “How”, or the service process, but the outcomes are as different as the customers and their respective needs
With a clear set of foundational elements and versatile tools, a company can embrace the diversity that makes growing a business possible and fun. Consistent Inconsistency doesn't sound like such a conflicting idea after all. Enjoy the Journey!