Recently we have been talking on the topic of being consistent with your core message and core values.

We have also explored why this is important for the people you deal with, in particular for your staff, team members and customers. The reason being, of course, that it is consistency with your values that allows people to make decisions about whether they want to deal with you in the first place.

Needless to say, when you are inconsistent with your values or when your values change, it is important to communicate this in some way so as to allow other people some time to adjust – or even to withdraw.

Of course, you might say, “Who changes their values?!? That is ridiculous!!” and you are right! People don’t change their values often, but unfortunately organizations do – and often without intending to through a change in the product/value. Here are two examples that have occurred to me this week that I hope illustrate this point:

1. VIRGIN AUSTRALIA
Of the great things I have loved about flying Virgin Australia over the years, one has been the option to buy and watch movies on board.

For me, jumping onto any flight long enough to watch a movie mostly meant I would do just that – it was my way of babysitting myself! Indeed, this was my mindset when I boarded Virgin Australia flights on both Sunday & again on Tuesday… only to be disappointed that their new planes don’t actually have video screens and that I was squashed, hot and uncomfortable instead.

Now, the point is not that Virgin have done anything wrong, but that my expectations about them were based on my previous experiences and that the airline has now changed what it offers. Of course, I am disappointed about this, but now knowing about theses changes it is up to me to consider what I do in return (which means heading back to Qantas!)

2. VODAFONE AUSTRALIA
I must concede this story is disappointing to recount as I have been an unashamed Vodafone ambassador and customer for 17 years.

Today I made a call to Vodafone to point out that I had been overcharged for around 10 months. Now its important to note that the overcharge was clearly an oversight by Vodafone and one that could easily have happened in many businesses. As we have discussed in the past however, its not what has happened so much that matters, but how you respond.

Apparently, my Vodafone contract ceased in October, and accordingly, whilst the company will reimburse me for the overcharged amounts up to that date… it is simply “bad luck” for the period after this date and I will just have to wear these costs! Wow!

What is so greatly disappointing is that for many years I recounted the amazing stories of how Vodafone had exceeded my expectations from the stage in my seminars and programs. I loved to talk about how Vodafone had called me to point out ways I could save money (even though I was locked into long term contracts) and then allowed me to break these contracts so that I could access the savings… all illustrations of amazing service, don’t you think?

Needless to say, I have stayed with Vodafone for 17 years because I trusted them and knew what they stood for. I even continued to stay with them following their 3 acquisition, after which their network has been very poor.

In any case, I now know what they stand for and it is up to me to consider what I do next. AS a customer, do I shift to another network, or do I stay with lowered expectations? What would you do?

If you don’t stand for something you fall for anything after all!