A master of customer service reveals his secrets for developing long lasting business relationships and customer loyalty by making business personal.
Hug Your Customers is about customer service and how Jack Mitchell has practiced it by extending “hugs”–unexpected extras, from knowing each customers name, along with their family members and clothing preferences to handing out free coffee and newspapers on the Greenwich commuter train platform to say thanks (and by extension “Shop at Mitchells”). Mitchell looks at sales as being about something other than the product. You’re not selling clothing, you’re selling the relationship. That’s why on Saturdays, many people come to Mitchell’s just to see what’s going on. In the summer, he’s giving away hot dogs. Any time a regular customer walks in, the sales staff knows his name, spouse’s and kids’ names, clothing preferences and last purchase. Jack Mitchell is a natural story teller and his folksy, homespun style will appeal and educate.
There are several stories that Jack will tell that illustrate these kinds of hugs that exemplify outstanding customer service. Chapters include:
- Hugging 101
- The Three E’s
- From Three Suits to Three Thousand
- Pick Your Game
- The Big Secret
- Everybody Gets It, Everybody Does It
- Game Day
- You Train Dogs, You Educate People
- I Love Mistakes
- The Power of New
- The Formula