Broken Windows, Broken Business

PERCEPTION vs. REALITY

It is your customer’s perception of your business that will dictate his or her level of loyalty to your business. Make one mistake, and you can damage that perception.

Little things mean a lot. If you notice that the carpet on the floor at your dentist’s office is a little worn, you might find yourself wondering whether the dental instruments have been replaced recently.

Broken windows are best repaired before they break.

It’s the cover-up that gets you—don’t make excuses for broken windows or deny that they’re broken. Take your hit, own up to the problem, and fix it.

Obsession to detail is essential. There is no substitute.

—Excerpt from Chapter 1 (pg. 10) of best-selling book, “Broken Window Broken Business: How the Smallest Remedies Reap the Biggest Rewards” by Michael Levine, America’s premier media expert and best-selling author.

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