Category: BWBB

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 ...

It should be made clear that you expect all your employees to go above and beyond, that this is a company policy, not an individual initiative.  Set standards and then ask the employees suggestions on how to exceed them. Ask yourself these questions about expectations and reality: What does my customer have the right to ...