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Best Sellers | | Home Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results | |
|  | |  | | | Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results | | | | | SKU:
CPB1401300340 | | In Stock | | Availability:
Usually ships in 1 business days | | | | | | 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.
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| | Product Details | | Author: | Jack Mitchell | | Hardcover: | 304 pages | | Publisher: | Hyperion | | Publication Date: | June 11, 2003 | | Language: | English | | ISBN: | 1401300340 | | Product Length: | 8.58 inches | | Product Width: | 5.78 inches | | Product Height: | 0.98 inches | | Product Weight: | 0.93 pounds | | Package Length: | 8.27 inches | | Package Width: | 5.51 inches | | Package Height: | 1.18 inches | | Package Weight: | 0.97 pounds | | Average Customer Rating: |  based on 45 reviews |
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| | Customer Reviews | Average Customer Review: ( 45 customer reviews )
Write an online review and share your thoughts with other customers.
Most Helpful Customer Reviews
10 of 10 found the following review helpful:
 I loved this book Jul 09, 2003
Once again, there's not a lot that's terribly new here but the basic concept of customer service cannot be overstressed: treat people as you would like to be treated yourself. I own a high-end retail establishment on Madison Avenue in New York City. I had become so fed up hearing my employees complain about the mega-stores and mega-brands taking away our business that I had them read this book and we discussed it at a staff meeting. It made a huge difference, and the customers have definitely noticed. If you like this one, then I would also recommend the new book about a small coffee business called "Beans." The same tenets apply.
16 of 18 found the following review helpful:
Put tears in my eyes Sep 10, 2003
By Experienced seminar leader
In a world where "that's not my problem" and "we have our policies" too often reign, from large companies and small ones both, this book is sheer delight. I read this book while smarting from being treated as if having no water in our house for several days were not an emergency. The well company came on a Friday, appeared to have fixed the well and left. Twenty minutes later, the problem came back. Had they subscribed to the Jack Mitchell philosophy, the service guys would have come back later that day, or on Saturday so that we wouldn't have been left without water for the weekend. But nope, their weekends are more important than customers. When he finally called me back, I even asked the owner if he could give me a beeper or cellphone number so that I could let him know if the next service call also didn't solve the problem. He refused. Now compare this with the Jack Mitchell philosophy, which is that an emergency is whatever the customer defines as an emergency, and that the customer counts. And the customer counts not because this creates a fatter bottom line (which it does), but because people matter. That's the part that put tears in my eyes. His sincerity on this point came through loud and clear. The book rates a "5" both on emotional and logical grounds. I read tons of business books every year, and this one truly stands out.
5 of 5 found the following review helpful:
5 stars is not enough! Jan 08, 2004
I have read over 50 books on Customer Service. This is by far the best of all of them. It goes into great detail on what things you need to do, not just the fact that you need to do them. I have sent them two emails, and they responded in less than a day-That's better than 90% of the companies out there...If you are going to read a book this year, this should be the one. It is insperational, and motivational for anyone dealing with the public, even Governmental agencies could learn a thing or two, or three or...
3 of 3 found the following review helpful:
 valuable read for any businessperson Dec 07, 2003
Highly recommend to any businessperson as a "how-to" guide to differentiating yourself through service and overall attention to the customer. Much of what is written here seems like common sense (the Golden Rule: "Do unto others...") yet is rarely practiced by businesses. Although the book may be somewhat redundant (the reason I gave it 4 starts rather than 5), this weakness is offset by the fact that it remains a quick read, largely due to the numerous great anecdotes illustrating Mitchell's business principles. I will have all my employees read it and intend to make it one of the books that I try to re-read annually.
3 of 3 found the following review helpful:
True Customer Relationship Management Jul 29, 2003
By Harold McFarland
Jack Mitchell, CEO of Mitchells/Richards, runs a high-end clothing store in a highly competitive market. Yet when other retailers were speaking of the difficulties of the apparel market and referring to it as "Apparel's Black-Hole" his business was not only surviving, but thriving. What made it unique? How has Mitchells/Richards continued to develop customer loyalty and sales no matter what the market? Why would a customer come to a store and pay more for a suit than they would have to pay elsewhere? The reason is simple, they make their customers feel important. Jack Mitchell shares the secret to his success and what he expects of all employees of Mitchells/Richards in his book "Hug Your Customers". Many businesses say that the customer is always right, or the customer is king, but Jack Mitchell shares how he shows the customer they are special. It is one of the very few books that define the specifics of a customer relationship philosophy instead of just speaking generically about customer satisfaction. He also points out how he "hugs" his employees so they feel important and the effect this has on moral, customers, and overall business success. Filled with practical advice and specific examples, "Hug Your Customers" should be required reading for anyone going into business.
See all 45 customer reviews on Amazon.com
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