Is Consistency Always Good?

In service, it has been preached to us, ad nauseum, that we should be consistent in our levels of service. How relevant is that?

In reality, is service consistent when we treat others unequally? Let’s be clear, we get what we pay for. Do not expect to get the same level of service when you fly Business Class than when you take the Economy Class; the same goes for First Class. You will be treated differently when you are a frequent flyer than if you fly occasionally.


I let my students know today that I never teach the same course the same way. Sure, the content needs to be consistent with the syllabus however I will teach my class based on their profile, expectations, needs and competencies. Teacher does not know everything, however knows how to bring the best out of the students; that’s where the competency of the teacher is.

No two Ironman courses are alike; thus, no Ironman triathlon is the easiest. It is a tough physical challenge, that when completed allows you bragging rights (if you enjoy that). Some swims take place in a fresh-water lake, river, or in the sea. Bike courses may be hilly, flat, or windy. Run courses may be flat or rolling. Each condition poses a degree of difficulty based on prevailing weather or climatic conditions. The recent Ironman South Africa and Ironman St. George posed differently conditions across a vast geographical divide.

Our fitness is also a variable; it can shift gears depending on how we conditioned or healthy we are. Have a bad day through gastrointestinal issues, illness, fatigue and poor nutrition and you will have a very long day to contemplate your quandary.

Consistency can be a challenging proposition; it can also make you predictable as a leader. If you are inconsistent, you may surprise or shock others; others, including your adversaries may not know what to expect. Inconsistency can provide us with windows of opportunity, if you know how. Burst of creativity are signs of inconsistency; bucking the trend reflects this usurping of equilibrium. So, how do you stay consistent in being consistent? When would being inconsistent be useful?