As an IT provider, you know that the service you provide your customers speaks volumes in getting additional customers from word of mouth advertising. Also, as a leader in your company, what you do for your customers impacts workers who may report to you or work by your side.
What you may not realize is that if you fail to do something the right way, or avoid doing something required of other employees, it may create a sort of domino effect, leading to sub-par service, lost clients and reduced profits.
This is essentially the broken window concept. This was an idea that was originally created in urban communities where petty crime ran rampant. However, today the concept can also be applied in the IT marketing realm.
The Relationship of the Broken Window Concept and Your Business
If you were to come across a broken window, your first instinct would be to fix it, right? The idea behind the broken window concept is that if you fail to make the repair, then the message you are sending is not a good one, and it is one that is going to spread like wildfire.
The broken window is a symbol of anything that you allow in your business to stay at a low standard. With this attitude in place, you are likely going to find that not only are you affected by this low standard but so are others in your company.
If you ignore a situation that is unacceptable, those on the side-lines will begin to believe that you don’t care about achieving excellence. This can be excellence in performing job duties, waiting on customers or any other business-related activity.
The fact is, this type of unspoken message will often resonate more with your employees than anything you could say or do in a meeting or conference. As a result, it can take longer to overcome this broken window attitude that is present.
Why is This Concept Relevant to IT Businesses?
If you are an IT provider, you may wonder what in the world this has to do with you or your business. An example of how this broken window concept may impact your business is related to logging in your time. If there are certain staff members who are not expected to do this, then everyone else will begin to believe they don’t have to either. This can turn into an office full of non-compliant workers and turning them around can be easier said than done.
Setting a High Standard of Excellence
When you take the time to set a high standard of excellence, you will see your employees follow suit. Just like when you set a bad example, most people will follow those who are in positions of power, to gain a promotion, accolades or some other type of recognition.
If you fail to set this standard, then you may find that your IT business is failing and falling way behind your competition. Inconsistencies in performance can lead to customers seeking services elsewhere, leaving you with nothing but sub-par workers on your hands.
Is Your Company Suffering from this Issue?
In some cases, a business leader or manager will need to take time and really look at various worker’s performance. If some are cutting corners, this could lead to a huge issue down the road. Take some time to make a change now, before the issue gets worse. This will help to prevent any type of serious breakdown in regard to productivity in the business. After all, productivity is essential for a business to be profitable.
Don’t be too worried if you notice a few issues. It is completely possible to overcome issues with a “broken window,” in your MSP business. One of the first things you need to do is to set a great example. Let workers know you care about providing excellent service and doing things the right way. When you do this, you will find the potential of others to do things the wrong way will be diminished (if not completely reversed). Setting a good example is a must. IT providers can do this when they take a proactive stance. Employees will, without a doubt, follow suit to minimize bigger issues from occurring down the road.
Brent Whitfield is CEO of DCG Technical Solutions, Inc. providing IT Support in the Los Angeles area since 1993. He started DCG as a results-oriented IT services company for small businesses in LA since 1990, and built it into a company that was recognized among the Top IT Consulting 10 Fastest Growing MSPs in North America by MSP mentor. Brent’s Los Angeles IT support company has been featured in Fast Company, CNBC, Network Computing, Reuters, and Yahoo Business.