Secret of Consistency
Quite
often people ask me, “What is the secret behind your consistency?” I am
pleasantly surprised by this question; however, I don’t have an answer, because
I don’t actually take any special effort to be consistent. But when people
acknowledge and appreciate something, I realize that there should be something
that I am doing right, to create that impression.
So, my first thought is, “How
do people get a feeling that I am consistency?” As I introspect on this, I
realize that there are a few things I have been doing more or less
consistently. So, if we look at it, it
is just about integrating some sort of discipline into
our daily schedule, which shows us that we are consistent. But, it doesn’t come
just like that. In order to integrate this sort of discipline into our
schedule, we need the following 3 C’s – Conviction, Commitment &
Continuity. So, let me elaborate each a little more.
Commitments is not necessarily a
promise we to make to others, but most often to ourselves. When we fail in our
commitment, we fall before our own eyes, which is not a nice feeling. So,
commitment can come only from conviction. When I am convinced that walking for
45 minutes is good for health, then it is easy to commit myself to this daily
practice. One marketing mantra, taught by experts related to customer retention
strategies, is this:
- Over Promise and Under Deliver = Customer Dissatisfaction
- Under Promise and Over Deliver = Customer Delight
- Deliver what you Promise = Customer Satisfaction
According to me, it is
practically impossible to give our customer delightful experiences, all the
time, but we can ensure customer satisfaction, if we can just keep up our word.
So, “Deliver what you promise” has been my guiding principle behind every
organization or business, I lead. It may be the regular monthly programmes I
offer through PALMS, the monthly newsletter PALMS PLUS being published or the
free awareness programmes we offer through SPARK. It is all just the result of
commitment, I make to our clients.
Despite all the C's, I realized that a blow could come to my pride of consistency from an unknown C called COVID lock down. It made me realise that natural force is beyond any human effort to be consistent. We were not able to organize PALMS meeting, which we have not defaulted over the last 20 years.
D. Senthil Kannan,