Rating: 
Summary: Amazing book
Review: I read many books and published two. This books is written by a very caring person who has a very humanistic attitude about life and the store customers. I will cherish this book forever and pass it down to my children. We need more books like these in this world, filled with kindness and life wisdom
Rating:
Summary: This book is a gift that keeps on giving
Review: 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:
Summary: This book is a gift that keeps on giving
Review: 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:
Summary: Put tears in my eyes
Review: In a world where "that's not my problem" and "we have our policies" too often reign, from large companies and small ones both, this book is sheer delight. I read this book while smarting from being treated as if having no water in our house for several days were not an emergency. The well company came on a Friday, appeared to have fixed the well and left. Twenty minutes later, the problem came back. Had they subscribed to the Jack Mitchell philosophy, the service guys would have come back later that day, or on Saturday so that we wouldn't have been left without water for the weekend. But nope, their weekends are more important than customers. When he finally called me back, I even asked the owner if he could give me a beeper or cellphone number so that I could let him know if the next service call also didn't solve the problem. He refused. Now compare this with the Jack Mitchell philosophy, which is that an emergency is whatever the customer defines as an emergency, and that the customer counts. And the customer counts not because this creates a fatter bottom line (which it does), but because people matter. That's the part that put tears in my eyes. His sincerity on this point came through loud and clear. The book rates a "5" both on emotional and logical grounds. I read tons of business books every year, and this one truly stands out.
Rating:
Summary: Put tears in my eyes
Review: In a world where "that's not my problem" and "we have our policies" too often reign, from large companies and small ones both, this book is sheer delight. I read this book while smarting from being treated as if having no water in our house for several days were not an emergency. The well company came on a Friday, appeared to have fixed the well and left. Twenty minutes later, the problem came back. Had they subscribed to the Jack Mitchell philosophy, the service guys would have come back later that day, or on Saturday so that we wouldn't have been left without water for the weekend. But nope, their weekends are more important than customers. When he finally called me back, I even asked the owner if he could give me a beeper or cellphone number so that I could let him know if the next service call also didn't solve the problem. He refused. Now compare this with the Jack Mitchell philosophy, which is that an emergency is whatever the customer defines as an emergency, and that the customer counts. And the customer counts not because this creates a fatter bottom line (which it does), but because people matter. That's the part that put tears in my eyes. His sincerity on this point came through loud and clear. The book rates a "5" both on emotional and logical grounds. I read tons of business books every year, and this one truly stands out.
Rating: 
Summary: Hooray For Customer Service!
Review: 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:
Summary: Hooray For Customer Service!
Review: 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:
Summary: How do you get your clients to come back?....Hug them!
Review: It is ironic to write a review for a book based on personalized service on a website, yet the main theme of "Hug" applies to all aspects of business. It does not matter if your clients are paying customers, internal colleagues, or even vendors. In the end, whenever you interact with someone involved with your business, you should have a passion in achieving the outcome that not only satisfies your client, but makes them appreciate the reason they came to you in the first place.
Rating:
Summary: Jack Mitchell is right on target
Review: Jack Mitchell is right on target. Mr Mitchell takes care of his employees by paying a good wage with all of the perks. They then in turn "hug" their customers by paying attention to their needs.My Marketing professor in college had this same philosophy which he passed along to me. But in the world of business companies fail to hug the customer by thinking that the company is more important than the customer. Jack Mitchell is the type of boss whom I would love to work for. Cudos to Mr Mitchell for sharing his philosophy. I have since passed along this book to my employer.
Rating:
Summary: True Customer Relationship Management
Review: Jack Mitchell, CEO of Mitchells/Richards, runs a high-end clothing store in a highly competitive market. Yet when other retailers were speaking of the difficulties of the apparel market and referring to it as "Apparel's Black-Hole" his business was not only surviving, but thriving. What made it unique? How has Mitchells/Richards continued to develop customer loyalty and sales no matter what the market? Why would a customer come to a store and pay more for a suit than they would have to pay elsewhere? The reason is simple, they make their customers feel important. Jack Mitchell shares the secret to his success and what he expects of all employees of Mitchells/Richards in his book "Hug Your Customers". Many businesses say that the customer is always right, or the customer is king, but Jack Mitchell shares how he shows the customer they are special. It is one of the very few books that define the specifics of a customer relationship philosophy instead of just speaking generically about customer satisfaction. He also points out how he "hugs" his employees so they feel important and the effect this has on moral, customers, and overall business success. Filled with practical advice and specific examples, "Hug Your Customers" should be required reading for anyone going into business.
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