BROKEN WINDOWS, BROKEN BUSINESS How the Smallest Remedies Reap the Biggest Rewards

Just when this program seems to run out of gas, the author throws up another stimulating vignette and a new twist on the customer service theme that little things mean a lot. In long sentences that reader Michael Kramer handles well, the author says that small malfunctions like broken windows or dirty restrooms make a powerful impression. Fixing these visible problems smoothes the way for consumers to develop lasting attachments with a brand, to worry less, and to be more forgiving when bigger problems occur. The author's vivid word pictures and familiar examples highlight customer service practices that every business, nonprofit, or government entity should seriously consider. T.W. © AudioFile 2006, Portland, Maine [Published: APR/ MAY 06]