Rating: 
Summary: I loved this book
Review: Once again, there's not a lot that's terribly new here but the basic concept of customer service cannot be overstressed: treat people as you would like to be treated yourself. I own a high-end retail establishment on Madison Avenue in New York City. I had become so fed up hearing my employees complain about the mega-stores and mega-brands taking away our business that I had them read this book and we discussed it at a staff meeting. It made a huge difference, and the customers have definitely noticed. If you like this one, then I would also recommend the new book about a small coffee business called "Beans." The same tenets apply.
Rating:
Summary: Ideas Implemented With Amazing Results!
Review: Thank you Jack Mitchell for sharing your knowledge, insight and wisdom in such a concise, easy to read guidebook. Our three Connecticut shoe stores have begun to implement the thank you notes suggested with amazing results. Customers feel important as they are delighted by the unexpected special attention these personal notes provide. They also help build relationships between our staff and customers yielding increased sales. We've also added complimentary beverage service, shoeshine and offer speedy repairs. Returns and exchanges are being transacted with a new "it's no problem" attitude. Not only do we give our customers physical hugs, our customers are asking us if they can give us a hug. After all, we're getting to know our customers as friends now. What a wonderful atmosphere you have helped us bring to Hawley Lane Shoes!With much gratitude and special hugs, Sandy Levy and the staff of Hawley Lane Shoes.
Rating: 
Summary: Looks Good In Print
Review: The book is an extension of the store, which is magnificent. The clothing is more art than fabric, and is truly intoxicating. The ambience in the store is like a very "in" party - it is a warm welcoming environment, with usually friendy peope. It is available only to those fortunate enough to be able to spend very large amounts of money for clothing. The book is a continual recounting of Mitchell's customer service hero stories, which in theory sound too good to be true. As a customer of the Westport store, the merchandise is some of the highest quality, exquisite clothing and accessories one can find...with price tags to match. Today I went to the store to pick up an expensive evening gown I bought for a cruise. I am leaving in two days and am on a hectic schedule to say the least. I waited 15 minutes while the cashier tried to track down the alteration, as it was marked "Not finished" though today was the promise date. The alterations took 2 weeks, and I patiently waited for today to arrive...I tried on the dress, and found a repair had not been made and a stain that hadn't been on the dress when I bought it was now there. The dress had to be sent to a dry cleaner (Mitchells is footing the bill), and I have to go back to the store (20 miles) tomorrow to pick it up (they did offer to deliver, but later in the afternoon tomorrow - too late). (The salesperson never checked the alterations after the sale - a critical error. salespeple should receive a list of all open alterations, and inspect each the day before promise date is reached.) While all this was going on, I did not feel at all hugged. Jack Mitchell saw me standing by the counter looking a bit dismayed, and admittedly did offer a cappucino, didn't ask me if there was a problem, ...is this what a $1400. purchase should look like? Not in my book! Touchy feely looks good in print and in theory this is one of the world's great retailers. A chapter on Service Recovery - How to recover when you make really bad mistakes would suit just fine for the next edition.
Rating:
Summary: Packed With Knowledge!
Review: 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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