Inconsistent customer service kills your brand. You need every department doing the same thing the same way every time, not just sometimes. That repetition, that reliability, becomes your actual brand promise.
to be incredibly intentional, to work cross-departmental, cross-silos, and say, we've gotta think about this the way our customer thinks about this. Not the way we're designing our workflows, not the way we're designing our systems and processes, or like how we've got this in, you know, Salesforce or whatever CRM that we're using. We've gotta look at it from the customer and say, what do they need when? How are we gonna make sure we can deliver that? Not sometimes, but always. Because one of the things that I love to say is consistency compounds. It's not about doing the right thing sometimes. It's about operationalizing it so that we do it all the time. Repetition isn't boring, it's branding. It's the blocking and tackling, the things that we do again and again and again and again. And we know regardless of the day of the month, like is it the 1st or is it the 28th, the time of the year, the person who is sitting in that chair when the call or email comes in, like it is gonna be done consistently because that is the standard that we've set.
