Broken Windows, Broken Business is a book by Michael Levine based on an article that first came in 1982 by two criminologists who suggested that fighting even the smallest crimes really hard helps reduce much bigger crimes.
The idea behind it is that if you don't fight small things, like graffiti, it sends a message to criminals and bigger things start happening.
It starts with graffiti, than it gets to broken windows.
If a building is left with a broken window, it again sends a message.
It's really easy to burglarize a building that has a broken window.
Applied to taxi business, it means: being negligent to small things easily leads to bigger things.
If you look at the history - that's how mayor Giuliani cleaned up New York City.
His reasoning was: "I don't have time and resources to go for the bigger guys, for drug lords, but I can easily find and arrest the small drug dealer and if we don't have anybody to sell drugs on the streets, there will be nobody for the drug lords to sell the drugs to".
If you look at successful people, many of them go ballistic when something small in their businesses goes wrong.
One of people very famous for it is Donald trump.
When in your taxi company something goes wrong, no matter how small it is, the person guilty for it should not get away with it.
In the taxi business it usually starts with delays in answering the phone calls, not following the scripts, etc.
Some tiny things but if you think about it, you'll realize that these details are pretty important.
Pay attention to them and don't let them slide.