In the 1990s, NYC Mayor Rudy Giuliani, Mayor, proved that the city could be managed. He read an article by James Q. Wilson and George Kelling, called “Broken Windows.” Impressed, Rudy put the theory into action. “Broken Windows” posits that a building with a broken window signals abandonment, a lax attitude toward property, and an absence of respect for the law. The “broken window” is the first step in a neighborhood’s decline. Other types of decay show up: more broken windows, trash, graffiti and abandoned cars. In the beginning, the change is imperceptible. That broken window slowly turns into many broken windows. The abandoned building attracts wrong types. Panhandling, prostitution, dealing, become regular activities at the building. Neighborhood folks feel vulnerable and withdraw. They won’t dare intervene; they fear that loitering group of toughs.
The petty criminals sense the withdrawal, become bolder and intensify their activities. Residents withdraw further. This atmosphere attracts new offenders, as the neighborhood has become easy for crime. It started with a broken window, and resulted in a broken neighborhood.
Police Chief Bratton went after petty criminals: the turnstile jumpers, panhandlers, squeegee men. The homeless were moved to shelters, graffiti was removed within 24 hours, broken windows were identified and repaired. He took a lot of flak. “Who cares about panhandlers, hookers, dealers? They don’t hurt anyone.” Wrong! They take down entire neighborhoods. People will break windows every day – if you let them.
Most people are “good”. People don’t litter in a museum. They “know” it’s not acceptable. Their cue? There is zero litter present. Most people can be “bad” when no one cares. Those same people will litter in the subway. Their cue? There’s trash everywhere, so it doesn’t matter. We behave according to our surroundings. Letting small infractions slip encourages people to think it’s not a big deal. When bigger infractions are committed, these too aren’t considered a big deal. “Broken Windows” says stop the little infractions, prevent the bigger ones.
“Broken Windows” happens in companies, too. Minor infractions signal a lack of respect for the company, the workplace. I have seen warehouses that are dumps. I point this out and I hear, “Yeah, I know, but that’s just how these guys are.” Nope! That’s how you’ve let them be. Your acceptance says, “Do what you want, there are no consequences.” Then, these same managers are surprised when equipment is broken or materials damaged. Folks show up late and leave early - with no comment. Those who used to care withdraw. With the absence of consequences, those who didn’t care before, now don’t care at all. Take control and don’t tolerate bad behavior any longer. Change the company culture.