Category: BWBB

The pandemic remade retail. Stores shut their doors, many of them for good, and the shift away from physical shopping accelerated. All of this spelled great news for online retail giants like Amazon. But it left many legacy retailers scrambling. In 2022, these retailers fought to win shoppers back, through a combination of old and very new ...

Column: Renting a car from Hertz? You could wind up in jail Some Hertz customers complain they’ve been charged with auto theft despite obtaining approval to extend their rentals and paying their bills. Tederhi Usude, a Santa Clarita dentist, rented a car from Hertz in June 2020 to drive to a job at a nonprofit health ...

Ranked as “one of the most influential business books” of the last decade.  Get it now on Amazon....

The new completely revised book with 25% new material — amazon.com/brokenwindows T-Mobile Customer Service Is Getting as Bad as All the Others : T-Mobile US Inc.’s merger with Sprint Corp. was supposed to create a supercharged wireless competitor pushing innovations, lowering prices and staying true to its core principle — standing up for customers. Lately it’s been falling ...

Check out the best-selling book Broken Windows, Broken Business. Adventures in Customer Service by David Carroll One of my frequent topics is customer service. I am old enough to remember when that term was mandatory, not optional. If you have taken a few dozen trips around the sun, you remember when customer service was a priority. When ...

A powerful “Broken Windows” complaint about the Walgreens in Tyler, Texas from Buddy Logan: I quit using Walgreens in Tyler, TX, years ago. Even before COVID I couldn’t devote the amount of time necessary it took to get questions answered over the phone, or to the long lines required to pick up a prescription. It was ...

Hotel Greene, a restaurant, bar, and mini-golf space in Virginia, is decorated with non-functional vintage telephones, but the co-owners, Jim Gottier and Andrea Ball, are among many restaurateurs around the country who are choosing to eliminate their business’s public phone number....

Bah-duh-bah-bah-Nah! — Fast-foodies are not lovin’ this.  Frozen bricks of presumed pork, reheated store-bought cookies and grease-caked griddles are just a few of the antiheroes features in the “nauseating,” yet trending TikTok series “How McDonald’s food works.” “I got diarrhea just from watching this,” a repulsed commenter confessed in response to McDonald’s kitchen staffer Isaiah Gilley’s viral ...

  I can’t stress strongly enough how important it is to have a driving, obsessive fixation on your business, and a compulsion to see everything done in the right way every single time. Repairing what mistakes are made along the way can’t be an optional thing; it has to be an absolute, unquestioned necessity that ...

  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 ...