Competing On Predictability

When I am on the road, I love to experience new services. It is a break and an adventure. However, when I have a lot on my mind, there is solace in franchises and brands that are consistent whether I am in Texas or New York. Restaurants, bookstores, coffee shops and hotels can provide a predictable experience under the banner of a brand.

I expect to walk into a branded establishment and have a consistency of experience regardless of geography. It’s why I choose and pay and why millions of others do as well. It takes out the risk.

Many of the clients I work with strive for the same goal. Often, getting to the next level is elusive because of a lack of predictability. Getting systems, processes and people aligned to a cadence and culture is difficult. There is a high price to pay. It means getting out of the hero business of troubleshooting and getting into a systematic approach to sales, service and operations.

At the end of the day, your customers buy you because of an expectation. They are hoping or have come to trust a promise. That is what your brand represents. The more predictable you can make your business, the more doors open up for opportunity.

It doesn’t have to be a complete overhaul of your operations. Starting small in getting wins in specific areas is a great strategy for driving predictability.

What is one area your business can start to become more systematic?

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