Americans expect services to perform consistently. A service that delivers excellent quality sometimes but poor quality other times disappoints. A service that meets expectations on first engagement but fails on subsequent ones frustrates. Good services are reliable—clients can count on consistent quality every time.
This reliability expectation extends outcome requirements across time and repeated engagements. Reliability builds trust and enables planning. When clients know what to expect, they can rely on service providers for important matters. Unreliable services create anxiety and risk.
Americans track service consistency over time and communicate reliability assessments through reviews and recommendations. Providers with track records of consistent delivery earn reputation and loyalty. Providers with inconsistent records—even those with occasional excellence—face skepticism about what clients will actually receive.
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