The Broken Windows Theory was introduced by criminologists James Q. Wilson and George L. Kelling in an article entitled Broken Windows: The Police and Neighborhood Safety, which appeared in Atlantic Monthly in March 1982.
The theory states that a broken window, by itself does not harm anyone. But left untended, this could send a signal to elements intent on committing crime. This broken window can be interpreted that nobody cares. If no one cares then no one is in charge. This can embolden offenders and encourage more crime and vandalism because it sends a message of apathy. Crime is the inevitable result of disorder.
Since reading the theory, I’ve been thinking about it in terms of conducting myself before my customers. Your seemingly small and inconsequential action (or inaction) can send a signal to the customer that you don’t care. Now this can turn into a problem. Example? Not returning calls or inquiries promptly can send the signal that you’re not interested in their business. Not confirming if a solution offered was helpful or not, may also be taken by the client as lack of interest in helping them. Failing to address these may result in the customer looking for a more responsive and helpful supplier.
Now, I’m always on the lookout for possible gaps or lapses in my account servicing. You can never be complacent when it comes to taking care of your clients’ needs. After all, they are the lifeblood of any business.
Filed under: Personal Branding, Productivity, sales | Tagged: Broken Windows Theory, customer service
