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Title: Hug Your Customers : The Proven Way to Personalize Sales and Achieve Astounding Results by Jack Mitchell ISBN: 1-4013-0034-0 Publisher: Hyperion Press Pub. Date: 11 June, 2003 Format: Hardcover Volumes: 1 List Price(USD): $19.95 |
Average Customer Rating: 4.8 (20 reviews)
Rating: 5
Summary: This book is a gift that keeps on giving
Comment: 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.
Rating: 4
Summary: Hooray For Customer Service!
Comment: 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
Summary: Packed With Knowledge!
Comment: This terrific book wastes no words and no time, but delivers the goods. Jack Mitchell, CEO of two high-end clothing stores in Connecticut, offers solid (if not all new) principles of customer service and relationship management in a personal, lively, entertaining way. The book is immediately applicable to retail and small businesses, and sheds much-needed light on managing a family business. The book draws a straight line from customer service to business success. The author, whose warmth and candor is totally endearing, may be faulted for denying that location matters. After all, his stores sit in one of the most affluent regions in the U.S., so he would probably enjoy some measure of success even with mediocre customer service. And, his customer service is great, intense to the point of being instructive. If he is overenthusiastic about his formula, that's to be expected of a salesman. We find a lot of useful material here for anyone in a customer-contact business and, as a bonus, this familial saga is really fun to read. Highly recommended.
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Title: What Clients Love: A Field Guide to Growing Your Business by Harry Beckwith ISBN: 0446527556 Publisher: Warner Books Pub. Date: 02 January, 2003 List Price(USD): $21.95 |
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Title: How to Become a Rainmaker: The Rules for Getting and Keeping Customers and Clients by Jeffrey J. Fox ISBN: 0786865954 Publisher: Hyperion Press Pub. Date: 17 May, 2000 List Price(USD): $16.95 |
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Title: Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know by Jeffrey Gitomer ISBN: 188516730X Publisher: Bard Press Pub. Date: September, 1998 List Price(USD): $30.00 |
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Title: Purple Cow: Transform Your Business by Being Remarkable by Seth Godin ISBN: 159184021X Publisher: Portfolio Pub. Date: 08 May, 2003 List Price(USD): $19.95 |
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Title: Raving Fans : A Revolutionary Approach To Customer Service by Ken Blanchard, Sheldon Bowles ISBN: 0688123163 Publisher: William Morrow Pub. Date: 19 May, 1993 List Price(USD): $20.00 |
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