From Publishers Weekly
If you work at a Fortune 500 company and live in southern Connecticut or New York's Westchester County (two of Manhattan's most affluent suburbs), chances are you buy your suits at Mitchells (in Westport, Conn.) or Richards (in Greenwich, Conn.). These two independent clothing stores are some of the most successful in the business and outfit CEOs from Chase, GE, IBM, Merrill Lynch and Pepsi. Mitchell, whose father started the business, shares the secret of his success in this unoriginal but cheerful guide to keeping customers happy. Hugging your customers, he says, has nothing to do with being touchy-feely around them and everything to do with offering them over-the-top service. For Mitchell, that means literally offering a customer the coat off your back, if that's the only one left in the store in the customer's size and preferred style and color. It means going to customers' homes to tie their bow ties for big events. It means serving coffee and bagels in the store and giving away hot dogs in the parking lot on summer Saturdays. Some might view this as fawning, but for Mitchell, it's the best way to keep customers coming back. His advice-know your customer, think outside the box, have a "no problem" attitude-is hardly groundbreaking. But those who work with customers daily have much to gain from this chipper, inspiring handbook.
Copyright 2003 Reed Business Information, Inc.
"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
gives the business world proven techniques to ensure success for many generations." -- Harry Paul, Co-author, FISH! A Remarkable Way to Boost Morale and Improve Results
"Follow the tenets of Hug Your Customers
and your business will be more stable, you'll make more money . . ." -- Jeffrey J. Fox, author of How to Become a Rainmaker
"Great book-required reading for anyone who manages a business where customer service counts." -- Seymour Sternberg, CEO, New York Life Insurance
"Jack Mitchell has created an organization that epitomizes the best in customer service." -- Richard J. Harrington, President and CEO, The Thomson Corporation
"Lots of merchants profess a devotion to customers, but Mitchells practices that devotion in every conceivable way . . . A must read!" -- Larry Bossidy, former CEO of Honeywell
"Simple but winning approach to customer service." -- Esquire
"The Mitchell method is simple, straightforward and incredibly effective. Business people as well as consumers will benefit . . ." -- Arthur Levitt, Jr. author of Take on the Street, former chairman SEC, present friend and customer of Mitchells
"This book is a suprising little gem." -- William J. Holstein, The New York Times
"This is a terrific read -- a mixture of wonderful, insightful anecdotes, along with brilliantly simple and useful advice." -- Don Peppers, co-author (with Martha Rogers) of The One to One Future: Building Relationships One Customer at a Time