Two weeks later you take some friends back to the restaurant only to find that the service is fair and the food just okay. You were so excited from the last time, but this time they let you down. With all of the great restaurants available to choose from, probably not. You see, you can't be great just some of the time. You have to be great all of the time.
Consistency goes back to the first and foremost customer expectation, quality.
It is doing it right the first time, every time, with the same high level of quality and reliability. So, there you have four major expectations that you cannot just meet, but you must exceed. Shep Hyken, CSP is a professional speaker and author specializing in the areas of customer service and customer relations.