“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.” ~Jack Mitchell
Flo Hajek from Northern Michigan Hallmark (aka The Book Queen) gifted me with this book at least a year ago, and I have flipped back through it looking for a particular piece of advice several times since my original read many months ago. Flo and her husband Steve are outstanding retailers in Northern Michigan who truly believe in training their staff to give STELLAR customer service. Their daughter, Jaime has joined their leadership team and you can see the evidence they have instilled in her to strive for excellence in caring for their customers.
The author of “Hug Your Customers,” Jack Mitchell runs Mitchells/Richards, a profitable high-end clothing business in Connecticut that was founded in 1958. Today they do over $65 million in sales. They know how to take care (HUG) of their customers. This book talks about going way above and beyond the normal expectation for customer service in any business, however, you do not need to be a high level multi-million dollar enterprise to learn from the examples in his book. He gives down to earth, daily practices that you can instill in your team that will make a difference in the business you do today!
Here’s what some other people have to say about this book:
“The Mitchell family has created one of America’s unique retail experiences, executed by few. Their passion for the initiate relationship with the customer, and the loyalty that is created, has rarely been duplicated. Jack Mitchell captures the essence of this passion, and delivers it to the reader in his book, Hug Your Customers.”
~RALPH LAUREN, CHAIRMAN AND CEO, POLO RALPH LAUREN CORPORATION
“Hug Your Customers” gives the business world proven techniques to ensure success for many generations. Pray your competition doesn’t get this book.”
~HARRY PAUL, CO-AUTHOR OF FISH! A Remarkable Way to Boost Morale and Improve Results
“Lots of merchants profess a devotion to customers, but Mitchells practices that devotion in every conceivable way and more than any other merchant I have ever known. Hug Your Customers can change your attitude and outlook while helping you become more successful. A must read!”
~LARRY BOSSIDY, CEO, HONEYWELL INTERNATIONAL, INC.
I hope you enjoy this book as much as I have! Thank you so much for sharing with me Flo!
As always, we love to hear how your journey on the Road to Remarkable is going, so please leave a comment below or send me an email with your thoughts and ideas. Thank you for helping us build the “Remarkable Retailer” TRIBE…please share this website with other business professionals in your circle!
See you next time!