IF IT'S BROKE, FIX IT FAST!
"This book is about broken windows in
business-how they happen, why they happen, why they are ignored, and the fatal
consequences that can result from their being allowed to go unchecked…Even if
you don't think that little things make a difference, this book may save your
business. If you don't run a business but would like to, this can be the roadmap
to your success."
The Revolutionary Broken Windows Theory for Business
"Small things make all the difference in business."
Once every few years a book comes along with an insight so penetrating, so
powerful-and so simply, demonstrably true-that it instantly changes the way we
think and do business. Such a book is BROKEN WINDOWS, BROKEN BUSINESS, a
breakthrough in management theory that can alter the destiny of countless
companies striving to stay ahead of their competition.
In this vital and seminal work, author Michael Levine-whose Guerrilla P.R.
has become a standard text of public relations theory and is taught at the
graduate business schools of Harvard, Stanford, and Northwestern-offers
compelling evidence that problems in business, large and small, typically stem
from inattention to tiny details. Social psychologists and criminologists agree
that if a window in a building is broken and left unrepaired, soon thereafter
the rest of the windows will be broken-and the perception will build that crime
in that neighborhood is out of control. The same principle applies to business.
Constant attention to detail not only demonstrates corporate competence, but
also shows that the company cares about what the consumer wants. Broken
windows-and peeling paint, worn carpets, and poorly maintained restrooms-send
the opposite signal: that the business doesn't care.
Drawing on real-world corporate examples, from JetBlue's decision to give
fliers what they really want-leather seats, personal televisions, online
ticketing-to Google's customer-based strategy for breaking out of the pack of
Internet search engines, to business-to-business firms' successes and failures,
Levine proves again and again how constant vigilance and an obsession with
detail can make or break a business or a brand.
With tips and advice on changing any business to one that dots its i's,
crosses its t's, and attracts more clients, BROKEN WINDOWS, BROKEN BUSINESS goes
straight to the heart of what makes all enterprises successful-the little things
that mean a lot.