Consistency Does Not Replace Complacency...

Consistency is a word I hear consistently by employers who want more of it. Where there is discrepancy, irregularity, or even contradiction to business, service or presentation, employers want it fixed. How do we fix it? Well, we make it consistent – but is that a good enough answer? No. We have to first understand what is unraveled and how to ball it up in effort to create uniformity.

Consistency is defined by Miriam Webster’s Online Dictionary (http://www.merriam-webster.com/dictionary/consistency) as 1) degree of firmness, density, viscosity, or resistance to movement or separation of constituent particles 2 a : agreement or harmony of parts or features to one another or a whole : correspondence; specifically : ability to be asserted together without contradiction b : harmony of conduct or practice with profession.

I think we can clearly say that when an employer says he/she wants more consistency, they’re stating they want to see more uniformity among the issues at hand. Does that mean if one department out of 5 is 40% higher in labor costs, then the other 4 departments need to raise their cost as well? Ok – in one sense, yes, but we have to anticipate that the employer doesn’t want high labor costs either. So, in the end no, we don’t want to raise the other 4 departments. But the concept is the same. As a hotel GM and Consultant, I see consistency issues frequently. Issues are common in housekeeping, front desk, and restaurant and in HR (for discipline and training).

When I inspect rooms, I want to see the same amount of hangers in each closet, facing the same direction. I want to see the coffee and condiments displayed the same way in each room with printed packets turned right side up so customers can read them, I want to see the beds made the same way, I want to see the same décor in each room displayed the same way in each room (unless it’s a themed resort with specifically designed rooms for rent), the drapes or blinds are all either open, closed or partially vented, and the bedside complimentary note pads/pens are offered in the same fashion in each room. The department of Housekeeping offers an array of subjects and areas in need of consistency measures taken, but I will remain brief for purpose of this topic.

When I look over a restaurant, either every guest gets a basket of bread with salad and soup or they don’t (not just the favorite customers), each line cook prepares a Shrimp Cocktail with proper portioning of shrimp and sauce the same way at each order or the server doesn’t serve it, either drop the toast with eggs and bacon with the breakfast at the time of delivering or take it off the menu, and good lord, don’t take your customer a cup of hot water, a hot cocoa packet, a spoon and slap the Redi-whip whip cream on the table for the customer to “make their own” unless that’s the theme. (I recognize this is also a training issue). Each shift has to mimic the last shift when it comes to cleaning duties. The kitchen floors have to be swept and mopped every day after every shift and not just by the guys trying to win one over the boss.

The front desk has specific job duties during each shift based on guests checking in or checking out, but each shift share common tasks that need to remain consistent with each other….everyone writes in the daily guest needs log, everyone answers the phone in the same manner, everyone meets and greets in the same manner, everyone wears their uniforms in the same manner (and, that includes “tuck it in”). Which guest receives special food & beverage coupons? Figure it out and keep it that way.

Let’s look at discipline…how many manager’s out there face chaos when it comes to dealing with staff? I’m used to the 3-strikes you’re out rule. Usually companies adopt the same, but few managers or supervisors follow it. When a staff member (no matter what department) has made an error against a rule or policy, someone with authority from their department plus a witness should sit down with that staff member and first discuss the issue at hand. In my book, this is called a “Counseling Review”. The matter or issue is discussed and ideas for corrections are given. The staff member is given a certain time period to correct his/her error and it is documented. During that “probationary period” should the staff member make another error, they are given a formal written warning and the “probation period is extended”. If another error is made, they are usually terminated – however, some states allow for “suspension with/without pay” depending on the infraction of the error. Please note, in some states, this is not allowed unless the employee is going to be investigated internally whereas the employee has a right to remain in job, but be on suspension without pay and if such investigation render a favorable decision for the employee, the employee goes back on schedule and receives back owed compensation for time lost. The problem we have with consistency is that it remains an issue for managers to be consistent when dishing out discipline. Oh – it’s very easy when you’re the manager and you have a staff member who drives you up the wall and you want to see them bleed – but sorry to say, this falls into favoritism. Those members who keep their nose clean for the most part, do not see counseling reviews – they just get a “heads up” from their boss as a quick means to say “hey – you screwed up – fix it and we’re ok”. Yet, nothing goes into their file to show that such employee had even a burp of an issue. We can’t accept this in HR. Even the slightest burp can show patterns with the best of employees that may need to be addressed later down the road.

Consistency is critical in any business people. No doubt you would agree with me that as a consumer, you too want to be treated with consistent behavior – I’m sure you can share a story where your phone bill once had charges to numbers that you did not place and called Customer Service on more than one occasion. One representative takes the charges off, while another does not. How would that frustrate you in their lack of either consistent policy or consistent employee training?

The message here is get consistent with your business. Whether in customer service, tasks jobs or overall – set up goals and priorities and lay out how you want the consistency to raise. Specify how you want something to look or behave or render service….be sure each staff member has been given the opportunity to learn, understand and trained to do the same. Then follow up with each department or manager who implements this. When consistency falls, identify why – short staffed, lack of training, lack of planning, lack of priority, lack of supervision, and/or lack of follow through. And, are you ensuring motivation to get people to be consistent? A lot can be said to being complacent (and it’s usually not good), but to be complacent consistently will not improve your operations either. Contact me if you would like me to help you raise the consistency in your operations. I am always here to help. I hope you have a terrific and productive week ahead.