Hug Your Customers STILL The Proven Way to Personalize Sales and Achieve Astounding Results

by Mitchell, Jack

• ISBN13: 9781401300340
• ISBN10: 1401300340
• eBook ISBN(s): 9781401398040
• Format: Hardcover
• Copyright: 2003-06-11
• Publisher: Hachette Books
• More Book Details

Summary

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.

Author Biography

Jack Mitchell is the CEO of Mitchells/Richards/Marshs/Wilkes Bashford, four of the most successful clothing stores in the business. He and his wife, Linda, live in Wilton, Connecticut, where they raised four sons.

Table of Contents

Acknowledgments	p. xiii
Prologue: Doesn't Everyone?	p. 1
Hugging 101: The Principles of Passionate Customer Service	p. 9
Creating a Hugging Culture	p. 11
The New Business Landscape	p. 15
The Customer-Centric Organization	p. 19
The Golden Principle	p. 24
Hugging Is a Mindset	p. 28
Everyone in the Kitchen	p. 34
Know the Dog's Name Too	p. 37
Piling On the Hugs	p. 40
Selling Underwear on Sunday	p. 42
Tuxedos to Go	p. 45
The Return Hug	p. 48
Hugging Study Guide #1	p. 50
From Three Suits to Three Thousand: Evolving a Hugging Organization	p. 53
Caring about People Comes First	p. 55
It's Not Location, Location, Location--It's Service, Service, Service	p. 58
The Three Principles of Expansion	p. 63
Get No. 1 and You'll Get Number 1,000	p. 69
Hug Your Way Over the Bumps	p. 72
The Family Rules	p. 76
Today Half the Closet, Tomorrow Every Hanger	p. 81
Hugging Study Guide #2	p. 84
The Big Secret: How to Hire and Retain Great Associates	p. 87
People Come First	p. 89
Hiring--The Elements of a Great Associate	p. 91
Now Enable Them	p. 97
Cooperation versus Competition	p. 100
Training Is for Dogs, Education Is for People	p. 105
Now Care for Them	p. 115
Hugging Study Guide #3	p. 121
Olive Doesn't Work Here Anymore: You Can't Compete without Technology	p. 123
Technology Must Support Hugging	p. 125
We Know You, Plus Your Favorite Necktie	p. 129
It's How You Use It--Your Mindset	p. 133
Having Just Enough Product	p. 138
Climbing the Pyramid	p. 141
One on One	p. 147
We Like to Drop a Line	p. 151
Hugging Study Guide #4	p. 155
Game Day: It's about Playing to Win	p. 157
Aim to Win	p. 159
The Three P's = Profits	p. 162
Everyone on the Field	p. 169
Do Your Own Lights	p. 171
Be a Mirror	p. 174
Visit the Territory	p. 177
Ten Great Plays Will Win	p. 180
Consistency Counts	p. 186
Get a Driver's License and a Suit	p. 189
It's Two O'Clock, What's the Score?	p. 192
Hugging Study Guide #5	p. 196
The Formula: Have an Economic Model	p. 199
Why Hugging Makes You Money	p. 201
The Formula Is Born	p. 206
Cash Is King	p. 214
Flowers from the Bean Counter, Flowers to the Bill Collector	p. 217
Integrity above All Else	p. 220
Hugging Study Guide #6	p. 222
We Love Mistakes: What to Do When You Mess Up	p. 223
Challenges, Not Problems	p. 225
The Five-Step Mistake Solver	p. 228
Don't Punish, Just Pet It	p. 234
Once Is Enough	p. 237
Sometimes You Have to Shut Things Down	p. 240
How Are We Doing?	p. 243
Hugging Study Guide #7	p. 246
The Power of New: Constantly Freshen Your Hugging Culture	p. 247
Having an Alive Organization	p. 249
Don't Be Handicapped by Experience	p. 253
Share Your Best Ideas	p. 257
What about 2015?	p. 260
Hugging Study Guide #8	p. 268
Epilogue: Can You Imagine?	p. 269
Enjoy Playing the Hugging Game	p. 273
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