No One Wants a Crispy Waffle: Why Consistency Is the Secret to Client Experience

A few weeks ago, my wife Lindsey and I went out for breakfast. We don’t do that often—so when we do, I’m expecting an experience.

And for the most part? It was solid. But one detail stuck with me, and it’s something every business owner needs to hear.

The Chaos of Inconsistency

We walked into the restaurant and immediately faced chaos. No clear lines. No defined process. People were confused—paying, checking in, and asking, “Are you in line?” when no one actually was.

Funny thing is, I’ve been to this same chain in another state—and it was smooth, organized, and enjoyable. So why the difference?

Inconsistent systems.

That morning, I ordered a waffle (which turned out to be a big mistake). It was way too crispy—overcooked and not at all how I remembered it.

The culprit?
No Standard Operating Procedures (SOPs).
Or even worse: SOPs that nobody was following.

Why This Should Scare You

If you’re running a business—especially one like landscape lighting where every detail matters—this should be a wake-up call.

Think about it:

• Every transformer install

• Every fixture placement

• Every trench refill

• Every client communication

Each step should be documented, repeatable, and measurable.

Without that?
One client gets the premium experience. Another gets missed messages, uneven lighting, or exposed wires.

Redemption at Checkout

After the meal, I asked where to pay. The server said, “You can either wait in line or scan the QR code on your receipt.”

I scanned it.
Apple Pay.
Boom. Done in two clicks.

And just like that, what was shaping up to be a mediocre experience ended on a high note.

And here’s the kicker:
The final impression is what your clients remember most.

Ask Yourself These Questions:

• How easy is it to pay you?

• How easy is it to communicate with you?

• How easy is it to add more services, schedule maintenance, or leave a review?

Because here’s the truth:

The money isn’t in the sale. It’s in the experience.

People will pay more, refer more, and come back more when working with you is easy, consistent, and enjoyable.

Your designs might be breathtaking. Your install may be flawless.

But if you make the client wait in line, leave a muddy path, or fail to follow up?

You just served them a crispy waffle.

Systemize. Simplify. Overdeliver.

Take the time to audit your client experience. Tighten your systems. Make it smoother, easier, and more memorable—especially at the end.

Your future business (and your referrals) will thank you.

Keep Moving Forward,
– Ryan Lee

# client experience, SOPs in business, business systems, customer journey, landscaping business tips, improving client satisfaction, service consistency, client retention, small business advice, Ryan Lee insights #