Consistency is Your Brand
October 8, 2009 at 9:30 am | In 9 to 5, Corporate life, Product life, Small Business life | Leave a CommentToday, at breakfast at the Doubletree Park Place in St. Louis Park, MN, I ordered their Fresh Fruit Granola Crunch from their “healthy” menu. It was a large bowl of yogurt, granola, strawberries, raspberries, blueberries and (my favorite when in season) blackberries.
On Tuesday, when I ordered the same thing, it had half the fruit – and was only strawberry-laden.
You can’t do that – the consistency of your offerings are a cornerstone of your brand. Was I gypped on Tuesday? The manager at the restaurant was concerned when I told her about Tuesday’s meal, because the dish is supposed to be served like it was today.
It may “only” be a minor part of the overall hotel experience, but it still is part of the complete package. The most successful business model is the franchise model, where everything is reduced to a formula that a trained primate can repeat over and over again to produce the same result each time. Even if you’re not a franchise (and the hotel restaurant may or may not be), you have to act the same way to engender loyalty from people who like knowing what they will receive.
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