Broken Windows, Broken Business

In this summary you will learn

• How the "broken window" concept applies to your business
• Why it matters in customer service and employee training
• Why first impressions make all the difference in any customer relationship

getAbstract rating

Why you should read Broken Windows, Broken Business

A simple idea can go a long way, but this is a little bit of a stretch. The simple idea here is that small things matter. That’s the concept behind repairing the "broken windows" in blighted neighborhoods. Conceptually, when criminals see a neglected building with busted windows, it signals them that here is a place where more serious crimes will be tolerated. The insight is clear: pay attention to details and fix flaws quickly. When this idea is applied to commerce, most businesspeople can catch on quickly, particularly given a few good case histories. Author Michael Levine deserves credit for squeezing the last drop of juice out of this ripe fruit, although impatient readers may lack tolerance for his repetitious counsel. Unfortunately, some examples seem oversimplified, such as ascribing Kmart’s decline to bad customer service. Certainly, the overall advice is valid. Business owners must keep their physical plants attractive and train their employees well so their companies can thrive. getAbstract.com recommends sharing this book with a new employee or a beginner at customer service. Shore up that potential broken window before it ever starts to crack.

About the Author

Michael Levine, who is also the author of Guerilla PR, is a frequent speaker at universities and corporations.