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Hug Your Customer: The Proven Way to Personalize Sales and Achieve Astounding Results (精装)
by Jack Mitchell
| Category:
Sales, Customer service, Corporate excellence, Entrepreneurship |
| Market price: ¥ 228.00
MSL price:
¥ 208.00
[ Shop incentives ]
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| Stock:
Pre-order item, lead time 3-7 weeks upon payment [ COD term does not apply to pre-order items ] |
MSL rating:
 Good for Gifts |
| MSL Pointer Review:
An excellent guide to consistently winning business by differentiating in the customer service. |
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AllReviews |
1 2   | Total 2 pages 14 items |
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Esquire, USA
<2006-12-21 00:00>
Simple but winning approach to customer service. |
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James M. Kilts (Chairman of the Board and CEO, The Gillette Company), USA
<2006-12-21 00:00>
Jack Mitchell writes with wisdom, experience, and passion…His insights apply to the Fortune 500 as much as they do the neighborhood stores. |
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Seymour Sternberg (CEO, New York Life Insurance), USA
<2006-12-21 00:00>
Required reading for anyone who manages a business where customer service counts. |
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Larry Bossidy (former CEO, Honeywell International Inc.), USA
<2006-12-21 00:00>
Hug Your Customers can change your attitude and outlook while helping you become more successful. A must read! |
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Arthur Levitt (Jr. author of Take on the Street, former chairman SEC), USA
<2006-12-21 00:00>
The Mitchell method is simple, straightforward and incredibly effective. Business people as well as consumers will benefit… |
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Rolf Dobelli, Switzerland
<2006-12-22 00:00>
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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An American reader, USA
<2006-12-22 00:00>
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 cell phone 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. |
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An American reader, USA
<2006-12-22 00:00>
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 friendly people. 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. salespeople 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 $1,400. 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. |
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Harold, USA
<2006-12-22 00:00>
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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Blaine Greenfield, USA
<2006-12-22 00:00>
Hug Your Customers by Jack Mitchell is one of the best business books I have read in a long time… it describes how he transformed a little store started by his parents into two of the most successful clothing establishments in the business.
I know that I was really into it by the copious notes I was taking on just about every topic… in addition, I kept thinking to myself that next time I'm anywhere near one of his stores in Connecticut, I want to stop by and see for myself how Mitchell has managed to succeed when so many others fail in the industry.
As he notes, "We shower our customers with attention. There's no doubt in my mind that our philosophy can be applied to selling just about anything - from aircraft engines to beanbags."
He does this by showering his customers with "hugs" - personal touches that impress and satisfy the customer… these include such things as: Remembering the name of your customer's dog; Calling a customer to make sure he's satisfied after a purchase; Having a kids' corner with TV, books and treats; Knowing your customer's golf handicap; and letting your customer use your office to make a personal phone call.
The book was chock-full of other ideas that could be applied to just about any situation; among them:
When I'm bored at home, rather than reading a book, I often punch the button on my computer and put in parameters to pull up our top one hundred or top one thousand customers, men and women, and I study them like I was studying vocabulary words for the SAT's. The names go into one of the attic rooms of my brain and lodge there. As I once knew all stats on Joe DiMaggio and Mickey Mantle, I now try to know all the stats
on my top thousand customers. Because that's the game: knowing the customer.
A hug can be a thoughtful remedy for an annoyance. When the Postal Service raised the price of a stamp to 37 cents from 34 cents, my first thought was, "Oh, great, now I've got to stand in line to get 3-cent stamps so I can use that mound of 34-cent stamps I bought so I wouldn't have to wait in line for a long time." I hate waiting in lines, especially at a government agency. But who doesn't? So I sent out a personal note to five hundred of our good customers, thinking they might be in the same boat, and included some 3-cent stamps. "You know you are the focus of our business," I wrote. "In an effort to make your life less hectic, I have enclosed a handful of 3-cent stamps." It was a hug out of nowhere, and they loved it.
Consistency means that if you're going to do anything for the customer, you have to do it for everyone, including someone you've never seen before. That means that a customer is more important than a mannequin. One Saturday years ago, Mitchells was really mobbed, and this couple came in who had never been there before. The wife asked if we had a certain tie in a green coloration. I flipped through the tie racks and couldn't find it. The woman nodded at a mannequin and said, "There it is." So I got up and removed it and took if downstairs to be steamed. Meanwhile, the couple browsed around and wound up buying several suits, a couple of sport jackets, and twenty-three custom shirts. As they were checking out, the woman said, "We were in a store in Stamford before we came here, and there was a tie on the mannequin that I liked and I asked the manager if he could take it off, and he said, 'Absolutely not, the visual department is coming out from New York today and the visuals have to be perfect.' " |
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1 2 | Total 2 pages 14 items |
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