Consistency Builds Trust

Why is consistency so important, especially in employee communication?

Consistency builds trust.

Consider the anxiety you would experience if every Chick-Fil-A location let their staff make their famous chicken sandwich however they liked.

The Phoenix locations use banana peppers instead of pickles. The Seattle locations decide not to use breading, but serve the sandwich oven-roasted. Kansas City slathers theirs in BBQ sauce.

See the problem? This may be an over-simplification, but customers take great delight in knowing that no matter where they are, their favorite sandwich will come to them exactly as they expect.

Meeting expectations is just as important when communicating with your employees.

Trust is built between employees and their organization when communications are consistent, including timing, voice, and brand. Even if the information contained is new or surprising– when consistency achieved, employee trust follows.

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