Consistency is what makes companies operationally excellent. Customers like it when they know what they can expect from you. This allows them to know you will provide a consistent level of service.
If you want a successful business you need to provide your customers tactical excellence. If you don’t they’ll just go someplace else.
People like to know what to do. The first advantage of standardization is the people in your organization will know what to do. When your employees come to work they appreciate that there are standards and methods for getting their jobs done. The people who want to do it their way are in the minority. Most of the people who work in your company will appreciate knowing what to do and how to do it.
Your customers like to know what they can expect. Nothing is more frustrating for a customer than to have a different experience every time they do business with your company. We like it when we know that we will receive a certain level of service every time we pick up the phone or walk in your store. We will stop doing business when we don’t know what to expect or we receive sub-par service sometimes and good service other times.
Standardization allows your people to become excellent at what they do. When we allow our people to do something over and over again they gain expertise. As our employees become better at doing the same job they become more efficient and the experience our customers receive becomes more predictable. Both are hallmarks of companies that provide great service.
Standardization will make your company more profitable. One of the reasons we recommend that you develop a niche for your company is that you will not re-invent your processes with every customer. When you do the same thing over and over you are likely to become more effective and efficient at delivering your service and products. This allows you to have a lower cost of delivery, get rid of waste, and be more profitable in operating your company.
Standardization allows you the ability to train your employees effectively. When you have put together standardized procedures in your company you’ve simplified the training process for new employees. If there are no consistent ways of doing things it’s almost impossible to train new people to deliver excellence. If you force your new employees to figure out what your customers want you only provide frustrated employees and customers. Standardization allows you to keep both employees and customers much happier.
I know that some people consider standardization boring. Standardization allows your employees to think about how to delight your customers and not try to figure out what they should be doing in the first place.
Part of providing great service is having the right employees in place. I’ve put together a special report on how to hire for unique abilities. This report will help you learn a process you can standardize for attracting the right person to your company. To get this report, click on the button below.