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Hug Your People: The Proven Way to Hire, Inspire, and Recognize Your Employees and Achieve Remarkable Results Hardcover – March 4, 2008

24 customer reviews

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Hug Your People: The Proven Way to Hire, Inspire, and Recognize Your Employees and Achieve Remarkable Results + Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results + Raving Fans: A Revolutionary Approach To Customer Service
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Editorial Reviews

Amazon.com Review

From Publishers Weekly
Reading a book with the word "hug" in the title that basically advises on how to be nice to other people makes one realize that there ought to be more books like this on the shelves. Mitchell, CEO of the clothing stores Mitchells/Richards/Marshs has already outlined how to keep customers happy in Hug Your Customers. With his newest, Mitchell repeats this mandate, now turning inward to focus on how to hire and maintain a happy staff. Divided into five parts that outline how to treat people, build trust, develop pride in your organization and be inclusive and recognize people, the book looks at how creating a niceness culture can help to create employees that stick around the company and take a personal interest in the organization. Mitchell ends each chapter with a helpful checklist that repeats the important points. In one chapter, he advises redefining "rules and regulations" as "expectations and standards" (rules, for example, are "unbending... cold and impersonal"; expectations are "flexible and freeing when they need to be"). While such changes may seem subtle, the spirit behind them is surely a worthwhile reminder of how to make work more enjoyable for everyone. (Mar. 4)
Copyright © Reed Business Information, a division of Reed Elsevier Inc. All rights reserved.

Howard Behar, Director, Starbucks Coffee
"Hug Your People is totally inspiring. Jack Mitchell takes you on a journey that is as much about life as it is about business. This book will not only help you become a better leader but also make you a better person. At Starbucks we experienced firsthand what the lessons that Jack imparts can do to help an organization. If you want a more rewarding relationship with another human being, read this book."

Richard J. Harrington, President and CEO, The Thomson Corporation
"If you look behind the scenes at any business that succeeds over the long term, you will find motivated, committed, energized employees. Jack Mitchell is the grand master at motivating and inspiring employees to perform brilliantly--and exceed their customers' expectations every time."

Sy Sternberg, Chairman and CEO, New York Life
"Hug Your People is the perfect sequel to Hug Your Customers. Good customer service starts with happy employees, and Jack Mitchell knows it!"

Arthur Levitt, Jr., author of Take on the Street, former chairman, SEC, present friend and customer of Mitchells
"Hug Your People must be a `must read' if Jack Mitchell authored it. He knows more about motivating people--customers, employees, and all with whom he comes in contact--than any other person I know."

Paul Newman
"If you want to run a business, but hate American corporate culture, this book is the one to read. Here's somebody whose advice you can use."

Ken Blanchard, coauthor, The One Minute Manager(R) and Raving Fans(R)
"... Jack Mitchell explains how simple ideas, put into practice, will let your employees know how much you value them."

Indra Nooyi, Chairman and Chief Executive Officer, Pepsico
"... spot-on ... Your book taught me a lot, Jack. For providing me with some great ideas, many thanks."

Cathie Black, President, Hearst Magazines
"... extraordinary customer service and satisfaction is the result of treating your associates like they, too, were family members."

About the Book
In Hug Your Customers, Jack Mitchell showed business readers how to keep their customers happy--and their profits booming. In Hug Your People, he elaborates on his big secret: hiring, motivating and keeping your biggest asset, great employees!

"Giving great personalized customer service has always been the foremost goal in my family, but one thing we never lose sight of is that you can't possibly deliver great service if you don't treat your own associates right." So says Jack Mitchell, CEO of his family's astoundingly successful chain of clothing stores. In Hug Your People, he shares his secrets for creating happy employees, secrets as simple as they are revolutionary:

Be NICE to them (and hire nice people to begin with)

TRUST them (they deserve it and will work even harder and smarter to continue to earn that trust)

Instill PRIDE in them (they are more productive when they are proud of their work)

INCLUDE them (since you can't do it alone)

Generously RECOGNIZE them (and not only with money--but don't be chintzy, either)

Hug Your People is filled with real stories about real people. Jack offers his principles on "hugging" your associates--whether they are the sales team, the cleaning staff, the delivery people, the backroom financial wizards, the marketing and advertising departments, or outsourced staff. Hug Your People is just what today's employees and managers need.

"Positive people power is fundamental to the overall success of any business." --Jack Mitchell

About the Author
JACK MITCHELL is the CEO of Mitchells/Richards/Marshs, three of the most successful clothing stores in the business. He and his wife, Linda, live in Wilton, Connecticut, where they raised four sons.

Review

"James Boles's slow-paced reading of this management lesson has a kinder, gentler tone, which is perfect for advice focused on the human side of managing a retail business."---AudioFile --This text refers to the Audio CD edition.

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Product Details

  • Hardcover: 288 pages
  • Publisher: Hachette Books; First Edition edition (March 4, 2008)
  • Language: English
  • ISBN-10: 1401322379
  • ISBN-13: 978-1401322373
  • Product Dimensions: 5.8 x 0.8 x 8.5 inches
  • Shipping Weight: 12.8 ounces (View shipping rates and policies)
  • Average Customer Review: 4.8 out of 5 stars  See all reviews (24 customer reviews)
  • Amazon Best Sellers Rank: #283,310 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

3 of 3 people found the following review helpful By John A. Davis on April 1, 2008
Format: Hardcover
Jack Mitchell once again offers insightful, sound and excellent business advice. His ideas are thought provoking and yet practical enough to easily adapt within an organization. Interacting in business, whether with customers or employees, with respect, trust and appreciation will help to differentiate any organization. "Hug Your People" should be kept as a handy reference guide on every manager's desk.
Dr. John A. Davis
Faculty Chair, Families in Business Program
Harvard Business School
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2 of 2 people found the following review helpful By Joseph D. Kringdon on March 12, 2008
Format: Hardcover
I have read and re-read Jack Mitchell's first book "Hug Your Customer"; I made it required reading for those whom work for me and suggested as such for my other colleagues. I gifted many books to clients, friends and associates. For anyone in the 'client centric' business, which I submit is most businesses, the first "HUG" is a must READ.

For anyone looking to hire, retain, motivate and inspire talented people within this 'client centric' culture, then "HUG YOUR PEOPLE", is the second in the continuum of valuable MUST READS. The life blood of any business in a competitive marketplace is its people. They are the ambassadors and the stewards delivering upon the 'ultimate client experience' at every touchpoint. HUG YOUR PEOPLE is a very straight forward book, which gives very practical and common sense advice (and metrics) for those who aspire to create an unmatched culture of performance melded within the pride of teamwork and ownership!

Again, HUGS all around...and, HUG THIS BOOK!!!
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2 of 2 people found the following review helpful By Lynda Wood on March 11, 2008
Format: Hardcover
Hug Your People - Not to be missed!

Hug Your People should be required reading for every business student and business professional. Jack Mitchell has written yet another book that exudes common sense coupled with ingenious ideas for hiring, managing and motivating associates in the most kind and caring ways. It comes as no surprise that CEO Jack Mitchell treats his own staff like family, always looking to improve his culture which has resulted in the enormous success of Mitchells, Richards, Marsh.

Hug Your People and Hug Your Customer..."Checkmate"

Lynda and Rick Wood
Davis Imperial Cleaners
"Best Couture Cleaner", Chicago Magazine!
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2 of 2 people found the following review helpful By k martin on March 17, 2008
Format: Hardcover
Jack's new book is a reminder of just how important it is to serve those we lead by encouraging their heart. It's not about fancy programs, but a simple commitment to build genuine relationships with our coworkers by recognizing their needs and valuing thier contributions, large and small, each and every day. Thanks Jack, and many hugs to you for "leading the way" and sharing the many practical and effective examples in your latest MUST READ!

K Martin - President/CEO, Signature Custom Cabinetry, Inc.
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1 of 1 people found the following review helpful By Michael O'Malley on September 23, 2008
Format: Hardcover
Jack Mitchell proves he's not just another suit. In Hug Your people, he puts his lifetime of business experience to good use in offering one of the most compelling and refreshing portraits of workplaces as they can and should be that I have ever read. After reading this book, you will be convinced that there is nothing hokey about making people feel important and appreciated, and, should you harbor the curious, often unexpressed, belief that being passionate and fully alive is somehow antithetical to business settings and enterprise (which is suppose to be serious stuff), you will be forced to surrender that ruinous tripe once and for all. In fact, the great revelation in Hug Your People is that Mitchell has found a way to let people be...people...and to cultivate all that they -- we -- have to offer.
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1 of 1 people found the following review helpful By Jason Martin on June 9, 2009
Format: Hardcover
It seems most companies are becoming increasingly hostile places to work, so this book is a welcome relief. It's not only "okay" to be nice to your employees, it's vital to the long term success for any business.

In the final analysis, employees who are "hugged" are far more likely to succeed than those who aren't. The companies that do the most hugging will more than likely thrive, even in the otherwise hostile environment of 21st century business.
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1 of 1 people found the following review helpful By K. P. LA on April 25, 2008
Format: Hardcover Verified Purchase
I enjoyed this book and it's numerous tips and tales.

I also appreciate the focus on how to treat and engage employees, especially because they are foundation to customer happiness (Jack's other book called Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results is about that).

This is an easy to read book and great for sharing with your boss, your workplace and your friends.
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1 of 1 people found the following review helpful By Robert H. Levy on May 5, 2008
Format: Hardcover
Jack Mitchell is truly inspirational in so many ways. With "Hug Your Customers" and now, "Hug Your People", he has proven to be a master of observation and implementation in the retail and corporate world on both the business side and, more importantly, the human side as it relates to customers AND employees. This is a MUST-READ for anyone who wants to help their employees aspire to new heights and reach their full potential.
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