Broken Windows, Broken Business: How the Smallest Remedies Reap the Biggest Rewards

Broken Windows, Broken Business

If you are like most people running their own practice you probably put your focus on the larger issues. Most people do, tending to overlook the small things. Yet the small things, according to Michael Levine and his book, Broken Windows, Broken Business, are what can make or break your business. Learning to identify what those small issues are and fixing them is crucial to keeping your patients coming back time and again.

The broken windows concept is one that came from the field of criminology. It explains how the customers pay a lot of attention to small details in a business. Those small things may keep them coming back, while they may also be what helps them have a diminished opinion of your company. For example, perhaps you provide great customer service, yet your bathrooms are dirty. Such an issue will lower people’s regard for your business.

Broken windows, just like the dirty bathroom, may not make you lose customers. But if those broken windows occur during the customer service process then there is a good chance you will lose business. It all comes down to perception. How people perceive your company, even when it comes to the small issues, is going to have a big impact on your success.

Along with sharing the importance of being able to identify what the broken windows are in your business, this book will also help you learn how to improve on them. It provides a thought-provoking account of where to make improvements and how to leverage them to help grow your business and create more customer loyalty. Broken windows make a big difference. Everyone running a practice needs to learn how to identify and address them in order to become more successful. This book provides the information, examples, and tools to help you do just that.

Worked at Burleson Orthodontics. Attended University of Missouri–Kansas City. Lives in Kansas City, Missouri.