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:
continued below....
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.
Author Jack Mitchell is the CEO of Mitchells/Richards, two of the most
successful clothing stores in the business. He and his wife, Linda, live in
Wilton, Connecticut, where they raise their four sons.
Reviews "The Mitchell family has created one of America's unique
retail experiences, executed by few. Their passion for the intimate
relationship with the customer, and the loyalty that is created, has rarely
been duplicated. Jack Mitchell captures the essence of this passion, and
delivers it to the reader in his book Hug Your Customers." --Ralph
Lauren, chairman and CEO, Polo Ralph Lauren Corporation
"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 of 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 of the SEC, present
friend and customer of the 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 to neighborhood stores. Mitchell's
"hugging" embraces a very large world of commerce and
relationship." --James M. Kilts, chairmen and CEO, the Gillette Company
"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, CEO, Honeywell International Inc.'
"Hug Your Customers offers a refreshing and much-needed message any
business could -- and should --- follow. Embrace its message and watch your
business soar." --Bob Nelson, Ph.D., president, Nelson Motivation Inc.,
and author of 1001 Ways to Reward Employees
