Consistency is hard to be consistent at: in fact it may be the single biggest challenge for any organization.
Over the last 40 years we have consistently tried to always deal directly with each and every customer as a rule. If the customer wants to work with us, we encourage it, consistently. This flies in the opposition of many manufacturers who tell customers, consistently, to work through their dealer not the manufacturer. That’s not our style but it is theirs and as long as people are consistent with their approach, it usually works.
Consistent customer service levels, consistent product reliability, consistently developing “gotta have” products, consistently meeting customer expectations, consistently meeting your own expectations; these are big challenges that are achievable only if you keep plugging away at the same goals consistently.
If you ask most people what the hardest part of running an organization is I’ll bet consistency isn’t even mentioned; consistently so.