Blogged by a Pro

I’m reading the book “Broken Windows, Broken Business.” As I began reading, it was immediately apparent that the book’s concept was going to be one I could get behind. Even better? It’s simple.

“Broken Windows, Broken Business” uses the Broken Windows theory introduced to the public in 1982. The theory argues that major crime in urban areas can be curbed by quickly fixing minor problems such as broken windows. While initially controversial, the theory received widespread support and attention – even more so when Rudy Giuliani implemented it when he became mayor of New York.

Giuliani took an aggressive approach to reducing the city’s number of minor crimes such as graffiti. By doing this, he sent a clear message that crime – of any kind – would not be tolerated in his city. Many scoffed at Giuliani’s unique approach to law enforcement, but, sure enough, the results spoke for themselves. New York City’s crime rates decreased significantly – and at a faster rate than any other city in the country at that time.

As the book delves into, this theory is easily applied to business. Seemingly small mistakes such as forgetting to re-stock the napkins on your tables or having spelling errors on your website sends your customers a message that says, “You aren’t my top priority.” I couldn’t agree more.

In business, especially in this recession when customers have more choices than dollars, it’s critical to be detail-oriented in a customer-oriented manner. Think your customers don’t mind waiting on hold for 15 minutes while you hunt for their order in your unorganized filing system? Think again. Hope they won’t mind sifting through your website at length to find what they need? Doubtful. In short, it’s of utmost importance that our businesses tell our customers, “YOU are my top priority.” If a business can do that consistently time and again, it’s golden.

Regardless of whether your business is struggling or thriving, I recommend you spend some time this week identifying the small things you are doing, aren’t doing and should be doing that would take your customers’ interactions with your business from average to fantastic. And trust me, do it now. Your business depends on it.

~Melissa Rothermel serves as founder and partner for Edited by a Pro.