CONSISTENCY AND QUALITY

Consistency is one of the most important elements of a company’s success, a product's success and the success of any service. It is very difficult to create perfect consistency in a corporation because it completely goes against the laws of physics and human nature. Time after time nature builds then destroys, man builds then destroys and at times they work together. For example, there is 60 days of beautiful weather and during this time man may fix, build or clean and then a storm comes and destroys what man has accomplished. This is very similar to how business operates. Natural forces opposing each other to where perfect consistency is very difficult to achieve or you could even say impossible. However, we believe that perfection exists.

A Quick Note on Our Perfection Theory: One of CALLAHEAD’s Account Executives went out on maternity leave for a couple of months and had a baby girl. Upon returning to work she strongly debated our perfection theory with me. I asked her to argue all her points and that I promise once she was done I would have her agree with my perfection theory with just one sentence. Once she was finished I looked at her and asked, “Is your baby girl perfect?” She stood up with a look of shock and then smiled and replied, “You are absolutely right perfection does exist.

At CALLAHEAD we’ve learned the best way to create consistency is to have a backup system for all of our systems. This is an extremely difficult task, however to be a great company it must be done. A few examples of CALLAHEAD’s backup systems are: For every 4 route drivers we have one extra driver; for every 4 trucks there is one extra truck; for every piece of equipment in the field we keep matching equipment in our yards; if we need 10 Account Executives, we would have 15; if we need 15 phone lines we would have 25 and so on. As you can see to be a great company that believes in being perfect, it is very expensive, but is truly the only way to be the best. Multiplying the systems above and beyond the company’s needs is critical to secure great service and equipment to the customer with the highest level of consistency. A perfectly run company mimics a machine, as machines do not operate inconsistent. Therefore a business must be as consistent as possible, especially to succeed in a company’s inherit goal which is to survive.

Business is essentially war where the strong and consistent survive and the weak and inconsistent perish. For example, Warren Buffet an American investor, industrialist and philanthropist who is widely regarded as one of the most successful investors in the world. Mr. Buffet has been going to work every day for over 60 years with his businesses and career built on his consistency. Would Warren Buffet ever invest in an inconsistent company? The same with the Big Mac, if every Big Mac wasn’t exactly the same, McDonald’s would not be the business it is today.

Another element of great consistency in business is quality. Quality creates consistency and consistency creates quality. The higher quality will elevate the consistency but it must be quality thru and thru from the company’s equipment and products to its people and operations. All employees should have the mindset of buy the best, be the best and sell the best. This mentality creates a consistency which is pretty close to perfect. As with CALLAHEAD having thousands of pieces of equipment on the street we can end the business day regularly without one single complaint. This is the CALLAHEAD way that has been achieved because of our continued consistency and quality.

CALLAHEAD’s Many Examples of Consistency Include:

• Every driver is in full uniform.
• All CALLAHEAD trucks are the same brand and style.
• Our office is open Monday through Friday from 7AM to 7PM and every Saturday from 9AM to 5PM consistently.
• All routes get done on the same day of the week.
• Our equipment is available for same day delivery.
• Our trucks are washed every work day.
• The phones in the office are always answered on the first ring during office hours.
• Each Account Executive uses the same tools to educate and sell to our customers and prospects.
• Our service technicians are taught to clean the equipment the same way every time.

The list of how we emulate consistency as a company goes on and on.

However, it is very important that we do not confuse the promotion of consistency with the concept of change. A great company must change faster than the rest of the industry. That change becomes habit and then consistent. Consistency is the final phase of change. Just as necessity is the final phase of luxury.

 

Charles W. Howard