Broken Windows, Broken Business: The Revolutionary Broken Windows Theory: How the Smallest Remedies Reap the Biggest Rewards

by Michael Levine

Now revised and updated, this "inspired, impactful, and important" book shows how to achieve the ultimate business success -- by rectifying the small problems that can sink a business (Stephen R, Covey, author of The 7 Habits of Highly Effective People).
Once every few years a book comes along with an insight so penetrating, so powerful - and so simply, demonstrably true -that it instantly changes the way we think and do business. Such a book is Broken Windows, Broken Business, a breakthrough in management theory that can alter the destiny of countless companies striving to stay ahead of their competition.

In this vital work, author Michael Levine offers compelling evidence that problems in business, large and small, typically stem from inattention to tiny details. Social psychologists and criminologists agree that if a window in a building is broken and left unrepaired, soon thereafter the rest of the windows will be broken - and the perception will build that crime in that neighborhood is out of control. The same principle applies to business.

Drawing on real-world corporate examples, from JetBlue's decision to give fliers what they really want - leather seats, personal televisions, online ticketing - to Google's customer-based strategy for breaking out of the pack of Internet search engines, to business-to-business firms' successes and failures, Levine proves again and again how constant vigilance and an obsession with detail can make or break a business or a brand.

With tips and advice on changing any business to one that dots its i's, crosses its t's, and attracts more clients, Broken Windows, Broken Business goes straight to the heart of what makes all enterprises successful - the little things that mean a lot.

Genres: Business, Management, Leadership, Entrepreneurship, Nonfiction

272 pages, Paperback

First published October 15, 2007

Reviews

[Cole · Rating 2 out of 5]

Although the main premise is on target, Levine manages to build his tedious refrain into an entire book. The message could have been just as effective as a pamphlet or industry article.

All you need to read is the first chapter- the rest is a collection of rehashed, repititious examples.

[Jillian Littlejohn · Rating 2 out of 5]

This book did not age well. Stating and restating the same concept with an elitist, pompous tone.

Who can't tell the difference between Krispie Kreme and Dunkin Donuts donuts?

[Rachael Dockery · Rating 2 out of 5]

While I agree that attention to detail matters in business - and perhaps, as Levine posits, significantly more than many of account for - I found this book both tedious and problematic.

First, the book is incredibly repetitive. Second, and more importantly, while the book was originally written in 2005, it was updated in 2021 - well after significant concerns about the “broken windows” approach to policing (upon which Levine’s thesis is based, as he repeatedly points out) have been expressed time and time again.

Specifically, the broken windows approach to policy has led reliance on racial profiling by law enforcement, and over-policing of black, brown, and socioeconomically disadvantaged communities and neighborhoods in general. Even so, at no point does Levine acknowledge the concerns with the philosophy upon which his own work is based.

Because Levine’s work is “borrowed” from the broken windows approach to policing, he repeatedly references Rudy Giuliani, who employed this approach while Mayor of NYC. While true, to continue to praise and credit Giuliani in 2021, without even acknowledging that, by that point, he had lost significant credibility and much of the good will
he enjoyed as “America’s Mayor” following 9/11 seems woefully tone-deaf, at best.

After all, by 2021, Giuliani had (a) attempted to assist Trump in overturning the 2020 election, and was consistently and unanimously rebuffed in every court he appeared in, (b) seen his law license suspended by the State of New York (this was prior to his ultimate disbarment in 2024), (c) repeatedly been censured in court for making claims with no evidence, and, on an embarrassing but less serious level, (d) gone on camera while his hair dye ran in rivulets down his face and (e) been recorded farting in open court. Talk about a broken window smack-dab in the middle of Levine’s work . . .

[Danielle Lelio · Rating 1 out of 5]

Imagine being the type of person to tell someone who's just trying to do their job that they should be smiling at you. That's all you need to know about the author of this book. Reductive, repetitive, dated, and pompous as hell.

[Dmitry · Rating 1 out of 5]

(The English review is placed beneath Russian one)

Перечитывая книгу, поймал себя на мысли, что когда я читал книгу в первый раз, я не мог решить, какую оценку поставить книге и даже оставить ли эту книгу у себя или избавится. В итоге, со второго раза, я всё же пришёл к выводу, что если мы говорим о бизнесе и даже не просто о бизнесе, а о бизнес-стратегии, нужно подходить к этому вопросу всё же более серьёзно. Поэтому если смотреть с позиции стратегии, то книга никакая. Я просто не могу представить данную идею автора в качестве составной части маркетингового плана, да и просто поставить автора этой книги рядом с такими корифеями как Котлер, Портер, Деминг, Друкер, я определённо не могу. Возникает даже ощущение некой халтуры, после прочтения этой книги. Вот возьмём главную и единственную идею автора – теорию «разбитых окон». Во-первых, как мы прекрасно понимаем, это вообще не его теория. Ну да ладно, может он что-то с ней такое сделал или как-то модифицировал применительно к бизнесу? Да нет, ничего. Вот в этом-то и проблема. Автор просто ничего не предложил, в книге полностью отсутствует собственная проделанная работа автора. По словам автора, нам нужно подходить к любому бизнесу с позиции «всё должно блестеть». Т.е. если мы отталкиваемся от теории «разбитых окон», которая говорит, что если в каком-то районе появляется одно разбитое окно (и оно не меняется на новое, целое), то в скором времени появится ещё одно, а потом ещё одно и так весь район превращается сначала в визуальный хаос, а потом и в хаос на улицах (ограбления, бандитизм и пр.). И вот, по словам автора, то же самое происходит и в бизнесе. Если туалетные комнаты в каком-нибудь ресторане или кафе не блестят, то скоро и весь бизнес приходит в то же состояние, в котором находятся туалеты. Т.е. как я понимаю автора, клиентов из-за этого становится меньше, что ведёт к снижению прибыли, что в итоге приводит к найму менее эффективного персонала, который ещё меньше внимания обращает не только на туалеты, но уже и на другие сферы. Круг замкнулся, и его скорость увеличивается с каждым проделанным кругом. Можно сказать, что идея интересная и здравая. И я бы согласился, если бы автор предложил бы не только более подходящие примеры со всеми деталями, но и предложил теорию. А так получается, что мы сталкиваемся с вопросом: «А в этом ли была проблема?» Т.е. если, по словам автора, некий бизнес прогорел именно по той причине, что не следовал его теории, мы вполне можем засомневаться в этом, т.к. причины могут быть совсем другие. В ином случаи, в конкурентной гонке побеждал бы лучший сервис. Что совершенно нет так. Более того, выбор стратегии «все параметры на 5 баллов», может привести к банкротству, т.к. быть идеальным во всём, будет стоить нереальных денег. Если бы этой проблемы не существовало бы, все бизнесы следовали бы совету, который предлагает автор. Или можем рассмотреть ситуацию, когда фирма предлагает такой товар (с таким свойством), что потребители готовы закрыть глаза на многие недочёты. К слову, если мороженное вкусное, то неважно, кто его продает, и в каком помещении его продают (разумеется, я выношу за скобки санитарные условия, которые обязаны соответствовать стандарту). Главное - вкус мороженного, а не сногсшибательный дизайн помещения и вышколенный персонал. Это особо заметно на примере Европы, где ресторан или кафе может быть невзрачным, но еда на высочайшем уровне, на таком, что перед рестораном выстраивается очередь. Т.е. я хочу сказать, что автор упускает из виду основные причины или ценности, которые руководят потребителями.
И последнее. Пример с Google сразил меня наповал. Ну, это просто смешно приводить такие примеры. И второй момент, это наличие такой книги как «Просто лучшие», которая описывает примерно тоже самое, но делает более качественно и профессионально с точки зрения маркетинга. Не скажу, что я полностью с ней согласен, но она явно лучше этой.
В принципе, книгу заменяет здравый смысл, наблюдательность и простое желание сделать успешный бизнес.

Re-reading this book, I caught myself thinking that when I had read this book for the first time, I couldn't decide what kind of evaluation to give the book and whether to keep it or get rid of it. In the end, from the second time I concluded that if we are talking about business and not just about business, but also about business strategy, we need to take this issue more seriously. Therefore, if you look at the book from the perspective of strategy then the book is meaningless. I just can't imagine this idea of the author as a part of the marketing plan, and I can't put the author of this book next to such people as Philip Kotler, Michael Porter, Edwards Deming, Peter Drucker, etc. In general, it seems hack-work.
Let's take the main and only idea of the author - the theory of "broken windows". First of all, as we well understand, this is not his theory at all. But maybe he did something to this theory or somehow modified it in the context of business? Nope. And that is the problem. The author simply has offered nothing; the book completely lacks the author's work. According to the author, we need to approach any business from the point of view of "everything should glitter". That is, if we start from the theory of "broken windows", which says that if in some area there is a broken window (and it does not change to a new one), then soon there will be another, and then another one and so the whole area turns first into visual chaos and then into chaos in the streets (robbery, banditry, etc.). And so, according to the author, the same thing happens in business. If toilet rooms in any restaurant or cafe do not glitter then business as well will come to the same condition in which toilets are. That is, as I understand the author, because of this, the number of clients becomes smaller, which leads to a decrease in profits, which eventually leads to the hiring of less efficient staff, who pays even less attention not only to the toilets but also to other aspects of the business. The circle is closed, and its speed increases with each lap. We can say that the idea is interesting and sensible. And I would agree if the author would offer not only more appropriate examples with all the details, but also suggested a theory. And so it turns out that we are faced with the question: Was that a problem? That is, if according to the author, a certain business went bankrupt precisely because it did not follow his theory, we may well doubt it because the reasons for the failure could be quite different. Otherwise, the best service would have won a competitive race. Which is absolutely not the case. Moreover, the choice of strategy - "all business parameters by 5 points" - can lead to bankruptcy, as to be ideal in everything will cost a lot of money. If this problem did not exist, all businesses would follow the advice offered by the author. Or we can consider a situation when a company offers a product with such a desired quality or feature that consumers are ready to turn a blind eye to many flaws. By the way, if the ice cream is delicious, it does not matter who sells it and in what room it is sold (of course, sanitary conditions must comply with the standard). The main thing is the taste of ice cream, not the stunning design of the room and well-trained staff. This is especially noticeable in Europe, where the restaurant or cafe may be plain, but the food at the highest level. In other words, I want to say that the author overlooks the main reasons or values that guide consumers.
And lastly. The example of the Google has blown my mind. Well, it's just ridiculous to give such examples. And the second point is the presence of such a book as "Simply Better: Winning and Keeping Customers by Delivering What Matters Most", which describes the same thing, but does more qualitatively and professionally in terms of marketing. I can't say that I completely agree with "Simply Better", but it's definitely better than "Broken Windows, Broken Business".
In principle, the book is replaced by common sense, observation and a simple desire to make a successful business.

[Ravi Warrier · Rating 3 out of 5]

The entire theme of this book can be grasped by reading the Introduction section, or perhaps by reading a little further into Chapter 1. The message is very clear - fix small, yet seemingly nondestructive issues (broken windows) in your organization fast as they will nurture negative perceptions in customers regarding the quality and values of your organization. That's it! And the whole book goes on and on repeating the message forever (or until the end of the book).
I wish I had kept a count of the number of times the author has used the term "broken windows". If I got a penny...
What made me still like the book was the insights it gave me - about the origin of the theory of broken windows and the various trivia of the many organizations and their mistakes cited in the book. For example, it was fun to read about the quick fix that airline companies implemented (and failed) when low-cost airlines sprung up. Or what Coca Cola did with the failed launch of the "New" Coke...
Other than the stories, the book was pretty boring. Not to mention the thousand or so times (in 192 pages) that the author used the term "broken windows".
So, if you want the quick update - just read the intro and the first chapter and skip the rest of the book.

[Anna · Rating 1 out of 5]

So redundant and outdated. This book was probably incredible for its time but since then many of better manager books have been published. Do not waste your time unless you have to read this or you feel obligated. I picked this up as the start of a new manager career and to say the least it was an unpleasant read but I give this two stars for the power the message holds & the research/ accountability put into a book that is still used throughout teachings and coursework across the nation.

[Michael Maine · Rating 3 out of 5]

Although Levine brings up a valid theme in his book, the repetition of topics and reference to a relatively small number of cases adds to the tedium of it. It is definitely worth the read, as the lessons are critical in running a business, but be prepared to read similar messages throughout the book.

[Tina · Rating 2 out of 5]

This didn't really seem like it needed to be a whole book. It sure felt like I was reading the same thing over and over again. Not that it isn't a good message-but I think it sunk in the first couple of times.

[Shelly Kelly · Rating 2 out of 5]

The thesis was valuable, but the book has become dated in some of its examples particularly regarding the Internet. The introduction and first and second chapter will give you a good understanding of the broken windows concept

[David Cerruti · Rating 2 out of 5]

It could have been a good magazine article. The first 10 to 20 pages just kept repeating. I didn't finish it, so there might have been good new material near the end.

[Darlene MacNeill · Rating 3 out of 5]

Good examples to drive home the idea, I would have preferred the book to finish sooner. It became quite repetitive in the last 5-8 chapters

[James Canova · Rating 5 out of 5]

⭐⭐⭐⭐⭐ A Game-Changing Business Philosophy

Michael Levine's "Broken Windows, Broken Business" is a brilliant and accessible guide that transforms how you think about business excellence. Drawing from the famous "broken windows" theory in criminology, Levine demonstrates how small details and seemingly minor problems can signal—and lead to—much larger organizational failures.

What makes this book exceptional is its practical application of a simple yet profound concept: when you allow small standards to slip, you inevitably invite bigger problems. Levine illustrates this through compelling real-world examples from companies like McDonald's, Disney, and various airlines, showing how attention to details like cleanliness, employee appearance, and customer service fundamentals directly correlates with business success.

The writing is crisp, engaging, and refreshingly jargon-free. Levine doesn't waste time with complicated theories—instead, he provides actionable insights that can be implemented immediately. Whether you're running a Fortune 500 company or a small local business, the principles are universally applicable.

What I found most valuable was how the book reframes "perfectionism" not as an obsession, but as a strategic business advantage. The stories about how successful companies maintain their standards, even in seemingly trivial areas, are both inspiring and eye-opening.

This is essential reading for anyone in a leadership position. It's a quick read that will fundamentally change how you approach business operations and company culture. Highly recommended!

[Teri Cleary · Rating 5 out of 5]

⭐️⭐️⭐️⭐️⭐️ More Than a Business Book — It’s a Road Map for Life

Broken Windows, Broken Business by Michael Levine is one of those rare books that goes far beyond its title. Yes, it’s a masterclass in branding, leadership, and accountability—but it’s also a mirror. A reminder that how we do anything is how we do everything.

Levine’s core message—that neglecting the small things can unravel the bigger picture—doesn’t just apply to business. It applies to relationships, goals, health, and personal growth. His real-world examples are sharp, memorable, and incredibly motivating. I found myself rethinking not only how I run my business, but how I show up in life.

This book taught me that excellence lives in the details—and that paying attention to the “small cracks” isn’t nitpicking, it’s wisdom. If you’re serious about building something meaningful, whether it’s a business or a life of integrity, this book will stay with you.

[Pia Jansson · Rating 5 out of 5]

This book resonated with me because it mirrors what I’ve seen in business firsthand: if you don’t listen when people raise concerns, it will impact your business.

Levine’s message is simple but powerful: attend to the details, because every detail creates an experience. The question is, do you want that experience to be positive, or will it reveal a disconnect between what you say your business stands for and how people actually experience it?

Perception quickly becomes reality, and once that reality takes hold, it is tough to shift. Levine uses examples like spotless restrooms versus neglected ones; it seems small, but it is a signal of care (or lack of it).

The big takeaway is clear: attend to the cracks before they break. That is the difference between a business that thrives and one that quietly loses its edge. The book is filled with stories, insights, and practical reminders that help you view your business with fresh eyes.

[Clay · Rating 4 out of 5]

I enjoyed this one! While it may not be the most groundbreaking book on customer service, the author's analogy between "broken windows" in a crime ridden area and the correlation of unaddressed issues and a business's overall success is effective and thought-provoking. The book motivated me to pay closer attention to details that may seem small, such as ensuring that our trucks are well-maintained and our workplace is clean and tidy. Additionally, I appreciated the emphasis on reinforcing employee best practices and focusing on fixing "broken windows" to create a more positive overall atmosphere. Overall, I highly recommend this book to anyone looking to improve their business practices and customer service skills.

[Ivy Mumo · Rating 5 out of 5]

Broken Windows, Broken Business is an eye-opening book that brilliantly connects the dots between small details and big business outcomes. Michael Levine shows how even the tiniest “broken windows” — neglected details, customer frustrations, or overlooked inefficiencies — can send a message that damages trust and loyalty.

What I loved most is how practical and relatable the insights are. Levine draws from real-life examples that make you reflect not only on businesses but also on personal standards of excellence. It’s a reminder that paying attention to the “little things” is what truly sets organizations apart.

This book sharpened the way I look at details in business, and I believe it can shift perspectives for anyone who reads it.

[Vasyl · Rating 4 out of 5]

Книжка про те, як, на перший погляд, дрібні деталі впливають на ваш бізнес.
⠀
В бізнесі не існує нічого незначного. І чим швидше ви це зрозумієте й почнете приділяти максимум уваги дрібницям, тим більше у вас шансів на успіх.
⠀
Клієнтоорієнтованість - найперше і найголовніше правило будь якого підприємця!
В конкурентному середовищі, переповненому схожими товарами та послугами виживає той, хто найкраще задовольняє потреби споживача, хто завжди виконує свої обіцянки і намагається перевершити очікування свого клієнта.
⠀
Невелика книжка, яка дозволить вам проаналізувати свою діяльність і виявити наявність «розбитих вікон».
Ремонтуйте їх, доки не стало занадто пізно!

[R.A. Lee · Rating 5 out of 5]

This book is a timeless reminder that the little things count when people perceive your business. A dirty bathroom, poor customer service or a broken window can hinder a glitzy marketing campaign. These seemingly trivial repairs and interactions loom big in the mind of a customer. Michael Levine explains in simple terms how the smallest details matter, from customer service to small repairs, and offers examples that easily demonstrate his premise. Bought an extra copy for a colleague. Very insightful.

[Miki · Rating 2 out of 5]

Levine makes some interesting points but damn...this book could have been 100 pages shorter. My manager (who I greatly respect) recommended this book. I trudged through the repetitive chapters, hoping that something mind-blowing would eventually reveal itself. Nope. The first and last two chapters give you the gist of his points. Perhaps Levine should (1) follow his own advice and peruse some of these Goodreads reviews, (2) take the constructive criticism and consider updating his book. Just sayin'

[MMH · Rating 5 out of 5]

I expected Broken Windows, Broken Business to be a generic "how to be successful" book, but I was pleasantly surprised. Levine's advice was not only practical, but eye-opening to someone who is interested in entrepreneurship. Broken Windows clearly connects a simple, small mistake to extreme consequences, highlighting the importance of the everyday decisions businesses make.

While reading, I began re-evaluating my perspective on what it takes to run a successful business. Great read, highly recommend.

[Cynthia Meda · Rating 5 out of 5]

Broken Windows, Broken Business brilliantly adapts the “broken windows” theory to the corporate world, showing that tiny oversights, like a messy website or a rude employee, can erode customer trust before you know it.

Michael Levine uses vivid case studies from companies like Disney to underscore how obsessing over the smallest details can transform brand perception and prevent larger breakdowns . This is a practical guide for any business leader who believes excellence lies in the little things.

[aly · Rating 1 out of 5]

After the first chapter all I could say was, " wow this book has not aged well." The core message is great and makes sense but this redundancy is just too much, and the obvious classist undertones are just so boomer and out dated. I had to read this for work and I'm ready to let the group know that there are better options out there, more modern approaches being written. I'm sad I had to read this and I'm sad that I felt compelled enough to write a review.

[Jonathan · Rating 3 out of 5]

Great concept. It's been illustrated well for the purposes of business. I recommend it. That said, this book is repetitive. Of course, critical ideas often need to be inculcated if they are to be remembered, implemented, and upheld, but the tenets of this book got old before the halfway point. So read the first half. Or the second. It doesn't matter, because you'll learn the exact same thing!

[Anthony Perez · Rating 5 out of 5]

After reading the first few pages of the book, it made me realize that one small thing left unfixed can lead to bigger problems. The book taught me that discipline and focus is what we need to accomplish our goals. Nothing can't be left undone. This is a great book for someone who wants to start a business.

[Rob Kosberg · Rating 5 out of 5]

Michael Levine nails it with Broken Windows, Broken Glass. He takes the “broken windows” concept and shows how the smallest details can make or break your reputation. The stories and examples are sharp, practical, and immediately useful. This isn’t theory—it’s a playbook for keeping your brand strong and staying ahead. A quick read with big impact.

[Craig · Rating 5 out of 5]

Broken Windows Broken Business is one of my all-time favorite business books. The premise of the book is simple: 'Small problems within a business not recognized or ignored can lead to very big problems' and 'by fixing small problems, you can turn things around and produce excellent results.' I highly recommend this book.

[Stephanie kiras · Rating 5 out of 5]

Great book!

This book was awesome at helping you see flaws that you might otherwise had not thought of. If you follow the steps you’ll be sure to have a successful business and life.

[Reader · Rating 5 out of 5]

I really enjoyed this book!
It’s a powerful reminder that small details matter. Michael shows how paying attention to the little things can transform a business and keep it ahead of the competition.
Inspiring and practical read!

[John Kerkhoff · Rating 4 out of 5]

Good reminder about how the little things add up and set the perception of an organization.