Broken Windows, Broken Business by Michael Levine is a book we use frequently in my businesses, on stage at seminars, and in the practices of our members at Burleson Seminars. It’s based on a simple but powerful premise brought forward by criminologists James Q. Wilson and George Kelling. This theory posits that visible signs of disorder—like broken windows—can lead to more serious crime and antisocial behavior. Levine adapts this concept to the business world, arguing that seemingly minor issues, when left unaddressed, can spiral into significant problems that damage your company’s reputation, customer satisfaction, and ultimately, your bottom line.
Why It Matters to Your Business
Levine’s core message is simple yet powerful: in business, there are no trivial details. The most serious “broken windows” in your business might not be physical ones but rather the small, everyday issues that are often overlooked. These could be unhappy employees, poor customer service, or inefficient processes. According to Levine, companies that ignore these seemingly minor issues risk facing much larger problems down the road.
I covered these concepts in-depth at The Customer Service Summit. If you don’t have the recordings, the presentation by Lee Cockerell is worth the ticket price alone. Lee retired as the Executive Vice President of Operations at the Walt Disney World Resort in Orlando, where he led 76,000 employees.
Consider this statistic we reviewed at the summit: companies with poor customer service earn 22% less revenue than those with happy employees. This isn’t just about dollars and cents—it’s about the very fabric of your business culture and how it reflects in every customer interaction.
Measuring and Improving Employee Satisfaction
One of the actionable insights from Levine’s book is the importance of regularly gauging employee satisfaction. He suggests a simple yet effective method: a one-question survey. Ask your employees, “Knowing what you know now, how likely is it that you would recommend a friend or family member come work at this office?” The responses will give you a clear indication of your workplace environment and highlight areas that need improvement.
The Cost of Neglect
Neglecting the “broken windows” in your business can be costly. Levine cites that companies lose $83 billion annually due to poor customer service alone, with 70% of consumers ending relationships based on customer service experiences. These are staggering figures that underscore the importance of addressing issues as soon as they arise.
Levine doesn’t just leave you with theory—he provides practical steps to identify and address the “broken windows” in your business. He encourages business leaders to conduct a thorough examination of their operations, identify the root causes of recurring issues, and develop a concrete action plan to address them. One of the strengths of Broken Windows, Broken Business is its real-world applicability. Levine shares compelling case studies of businesses that have successfully turned around their fortunes by addressing minor issues before they escalated into major problems. These stories serve as both inspiration and a roadmap for leaders looking to strengthen their own organizations.
Broken Windows, Broken Business is a must-read for any business leader who understands that the details matter. It’s a book that challenges you to look closely at your organization and tackle the small problems before they become big ones. In doing so, you’ll not only improve your business performance but also create a more positive and productive work environment.
This week, make Broken Windows, Broken Business your book of choice. It’s a practical guide filled with wisdom that could make a significant difference in how you manage and grow your business.
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On a recent coaching call, I go through these principles and provide a sample Power Point presentation you can use to discuss with your team. For monthly marketing and coaching members only, here.
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