A master of customer service reveals his secrets for developing
long-lasting business relationships and customer loyalty.
"We shower our customers with attention. There's no doubt in my mind that our
philosophy can be applied to selling just about anything -- from aircraft
engines to beanbags."
--Jack Mitchell
The only way to stay in business is with customers, and Jack Mitchell knows
how to attract them, and how to keep them. He has a deceptively simple but
winning relationship approach to customer service -- that a relationship is at
the heart of every transaction. Jack's business philosophy is based on "hugs" --
personal touches that impress and satisfy the customer, such as:
- Remembering the name of your customer's dog
- Calling a customer to make sure he's satisfied after a purchase
- Having a "kids' corner" with TV, books, and treats
- Knowing your customers golf handicap
- Introducing customers to business contacts
- Letting your customer use your office to make a personal phone call
This is a proven theory -- hugging works! Mitchells/Richards achieves among
the highest margins in its industry, as well as amazing customer loyalty.
Complete with anecdotes that exemplify outstanding customer service, Hug Your
Customers shows how any business can adapt this hugging philosophy to
attract great staff, lower marketing costs, and maintain higher gross margins
and long-term revenues. At a time when customer service has become the
difference between success and failure, Hug Your Customers shows how
Jack's one-of-a-kind philosophy brings the results you're looking for.
"This book is a surprising little gem." --William J. Holstein, The New York Times
"Simple but winning approach to customer service." --Esquire
"Those who work with customers daily have much to gain from this chipper, inspiring handbook." --Publishers Weekly
"Hug Your Customers gives the business world proven techniques to ensure success for many generations. Pray your competition doesn't get this book." --Harry Paul, Co-author, FISH! A Remarkable Way to Boost Morale and
Improve Results
"The Mitchell method is simple, straightforward and incredibly effective.
Business people as well as consumers will benefit from lessons in building
customer loyalty through service, caring, and quality merchandise demonstrated
by this third generation family business." --Arthur Levitt, Jr. author of
Take on the Street, former chairman SEC, present friend and customer of
Mitchells
"Jack Mitchell writes with wisdom, experience, and passion about the benefits of superior customer satisfaction. His insights apply to the Fortune 500 as much as they do the neighborhood stores. Mitchells 'hugging' embraces a very large world of commerce and relationship." --James M. Kilts, The Gillette Company, Chairman of the Board and CEO
"Lots of merchants profess a devotion to customers, but Mitchells practices
that devotion in every conceivable way and more than any other merchant I have
ever known. Hug Your Customers can change your attitude and outlook while
helping you become more successful. A must read!" --Larry Bossidy, former CEO of
Honeywell International Inc.
"This is a terrific read -- a mixture of wonderful, insightful anecdotes,
along with brilliantly simple and useful advice. You want your customers to love
you? Read this book, then BE this book." --Don Peppers, co-author (with Martha
Rogers) of The One to One Future: Building Relationships One Customer at a
Time
"Great book-required reading for anyone who manages a business where customer
service counts." --Seymour Sternberg, CEO, New York Life Insurance
"Jack Mitchell has created an organization that epitomizes the best in
customer service. It is a commitment that extends far beyond selling clothing
and takes the idea of embracing the customer to a whole new level." --Richard J.
Harrington, President and CEO, The Thomson Corporation
"Follow the tenets of Hug Your Customers and your business will be
more stable, you’ll make more money, and make yourself and those around you
happier-what more could you ask?" --Jeffrey J. Fox, author of How to Become a Rainmaker
"It's all about service! That's what they taught me as a sales
associate at Richards in the 70's and it's what they continue to show me as a
customer in the year 2000. What a pleasure buying clothing from people who make
you feel like family." --Matt Lauer, Co-host NBC Today Show
"I have been a customer and a friend of the Mitchells for many
years and from day one everyone has greeted my wife and me with a hug, a smile
and often times a good joke! They have been a beacon -- and a leader -- in
developing sincere and deep relationships with their clients." --David Komansky, former CEO, Merrill Lynch
