Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results
by Jack Mitchell
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Book Summary Information
Author: Jack MitchellEdition: Hardcover
Published: 2003-06-11
ISBN: 1401300340
Number of pages: 304
Publisher: Hyperion
Book Reviews of Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results
Book Review: Biz book club says, "We love the book".
Summary: 5 Stars
I facilitate a biz book club for a women's organization and we chose "Hug Your Customer". We were also fortunate to have Jack speak at a luncheon as we are located near his stores. In person, Jack was professional and enthusiastic. The book club loved the book and felt that after reading the book we went about our daily lives expecting hugs and not getting many. In any extremely competitive business, I think it's the hugs that will make you stand out and you won't have to ask for the business, customers will automatically spread the good word. The storytelling in the book put tactics to life and easy to understand.
Sharon Lucca
M & T Bank
Entrepreneurial Womans Network Business Book Club
Westport, CT
Summary of Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results
nce a customer, always a friend-that is the simple philosophy behind Mitchells/Richards, two of the most successful clothing stores in the nation-and that is why Jack Mitchell, his family, and associates inspire the enduring loyalty and admiration of his customers, including today's top CEOs. Jack's two stores, Richards in Greenwich, Connecticut, and Mitchells in Westport, Connecticut, suit up discerning customers from across the country. Now for the first time, Jack Mitchell shares the secrets of his family's innovative merchandising and management approach in his book Hug Your Customers. It's a deceptively simple but winning approach to customer service-that a relationship is at the heart of every transaction. Jack Mitchells' business philosophy is based on 'hugs'-personal touches such as knowing every customer's name and clothing preferences or handing out free coffee and newspapers on the commuter train platform. 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 winning results.HUG YOUR CUSTOMERS is about customer service and how Jack Mitchell has practiced it by extending "hugs" - unexpected extras, from knowing each customers name, along with their family members and clothing preferences, to handing out free coffee and newspapers on the Greenwich commuter train platform to say thanks (and by extension "Shop at Mitchells"). Mitchell looks at sales as being about something other than the product. You're not selling clothing, you're selling the relationship. That's why on Saturdays, many people come to Mitchells just to see what's going on. In the summer, he's giving away hot dogs. Any time a regular customer walks in, the sales staff knows his name, spouse's and kids' names, clothing preferences and last purchase.
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