Broken Window Theory: Small Things Can Make a Huge Difference
As an avid reader and researcher of articles, books, and journals that address the issues that prevent companies from providing exceptional service, I have developed an adoration and immense admiration of Michael Levine.
After reading the book, Broken Windows — Broken Businesses, How the Smallest Remedies Reap the Biggest Rewards, I take my hat off to author Michael Levine. Never before, in my pursuit of perfection as a devoted green cleaning service provider, have I read a book so compelling and meticulous about the importance of providing polished operations and professional customer service.
He speaks on the most simplistic issues that many businesses, both large and small, often overlook or have taken for granted. Metaphorically he addresses this unprofessionalism as ‘A Broken Window’.
The broken window theory is defined as such: “If something as small and innocuous as a cracked pane exists, it does, in fact, send a signal to those who pass by every day. If it is left broken, the owner of the building isn’t paying attention or doesn’t care. This could mean more serious infractions subsist,” explains Levine.
The Cleaning Industry and Meticulous Service
This theory immediately resonated with me as I knew the concept was transferable to the cleaning industry and how some business owners operate. In the cleaning industry (e.g. housekeeping) simply not returning a client’s email or phone call in a timely fashion or perhaps not asking the client if they are satisfied with the cleaning agent’s arrival time or performance can be classified as a ‘broken window’.
While imperfections will exist, it’s our responsibility to repair those windows (performance) as expediently as possible. If not, it clearly prevents the customer from having the outstanding experience they rightfully deserve and are paying for with their hard earned money.
Paying attention to detail, never allowing the brevity of a request to go unnoticed — no matter how diminutive it may be — is what truly credits Post Green Cleaning as being adept and proficient in providing superior post-construction cleaning services.
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