Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astound....
Author: Jack Mitchell
List Price: $19.95
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ISBN: 1401300340
Publisher: Hyperion Press (11 June, 2003)
Sales Rank: 1,415
Average Customer Rating: 4.83 out of 5
Customer Reviews
Rating: 5 out of 5
Ideas Implemented With Amazing Results!
Thank you Jack Mitchell for sharing your knowledge, insight and wisdom in such a concise, easy to read guidebook. Our three Connecticut shoe stores have begun to implement the thank you notes suggested with amazing results. Customers feel important as they are delighted by the unexpected special attention these personal notes provide. They also help build relationships between our staff and customers yielding increased sales. We've also added complimentary beverage service, shoeshine and offer speedy repairs. Returns and exchanges are being transacted with a new "it's no problem" attitude. Not only do we give our customers physical hugs, our customers are asking us if they can give us a hug. After all, we're getting to know our customers as friends now. What a wonderful atmosphere you have helped us bring to Hawley Lane Shoes!With much gratitude and special hugs,
Sandy Levy and the staff of Hawley Lane Shoes.
Rating: 4 out of 5
Hooray For Customer Service!
In an era of cookie cutter department stores, and speciality shops that require sales staff to complete "Attitude 101", it is incredibly refreshing to learn the story of Jack Mitchell, and his vastly successful enterprise Mitchells/Richards, which is the subject of "Hug Your Customers".
Mitchell, the second generation to run the family clothier, stresses time and time again in this history/marketing/advice tome that the key to retailing success is going the extra mile to please a customer, thereby developing loyalty (as well as increased sales).
Mitchell is not only a shrewd business, but also a great storyteller, and has mastered the art of remembering his customers - the stories he tells in this book about exceeding customer expectations through fairly simple means (creating customer profiles, involving family in business...) are lessons that anyone in business has heard ten times over, and has probably discarded for the latest marketing trend. Mitchell's simple storytelling style works great when discussing the importance of old fashioned customer service principles (selling merchandise displayed on mannequins, charting birthdays, phone calls to customers to remind them of special events...) - his buisness philosophy makes great (common) sense.
Mitchell's ideas of service translate extremely well into any sales environment, and this book is a great resource (and reminder) for anyone in sales, marketing, or public relations work. He is great at capturing the larger picture of the value of relationships in the sales enviroment - as well as valuing the sales staff.
In an era where quality customer service seems to be a forgotten skill, its great to read of someone who has had great success because he practices the very simple rules of successful sales - know your customer - greet them and treat them with respect - go tohe extra mile to satisfy their needs. Unfortunately, we have come to expect less of salespeople these days because such simple courtesies are rarely extended in today's retailing marketplace. I found a number of strategies laid out by Mitchell to be great starting points for customer interaction in my own work, and that is the best reccomendation a reader can give a book of this type.
Rating: 5 out of 5
This book is a gift that keeps on giving
I've always been irked by rude customer transactions and the apathetic, useless people that facilitate in the transaction. Why is bad service the new norm and why are we all fine with that? Jack Mitchell added "hug" to my vocabulary. This book has helped me to identify the obvious "hug less" transactions, but more importantly, he helped me to identify the "hugging" ones, so I can reward them with my patronage and loyalty. I give this book as a gift to my fashion and garment industry friends as "hugs". This book should be mandatory reading for all consumers. Customer service people, all sales people, all managers, all new hires, all employees in every company should read this book. If read, this book may very well reduce malevolent business practices and unpleasant consumer transactions and could make "hugs" contagious. This book has opened my eyes for it made appreciate every good transaction and even the bad ones, for relativity. Similar Products
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Book Index