Hug Your Customers

Jack Mitchell


In Circulation

A master of customer service reveals his secrets for developing long-lasting business relationships and customer loyalty. "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) The only way to stay in business is with customers, and Jack Mitchell knows how to attract them, and how to keep them.

He has a deceptively simple but winning relationship approach to customer service -- that a relationship is at the heart of every transaction. Jack's business philosophy is based on "hugs" -- personal touches that impress and satisfy the customer, such 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 customers golf handicap
-- Introducing customers to business contacts
-- Letting your customer use your office to make a personal phone call This is a proven theory -- hugging works! Mitchells/Richards achieves among the highest margins in its industry, as well as amazing customer loyalty. Complete with anecdotes that exemplify outstanding customer service, Hug Your Customers shows how any business can adapt this hugging philosophy to attract great staff, lower marketing costs, and maintain higher gross margins and long-term revenues. At a time when customer service has become the difference between success and failure, Hug Your Customers shows how Jack's one-of-a-kind philosophy brings the results you're looking for.

What will you learn from this book

  1. Personalization is Key: Tailor your approach to each customer. Understand their needs, preferences, and concerns, and make them feel valued as individuals.

  2. Create a Positive Experience: Focus on creating positive and memorable experiences for customers. This goes beyond just the product or service – it includes the entire customer interaction.

  3. Build Trust: Trust is crucial in any customer relationship. Be honest, transparent, and reliable. Customers are more likely to stay loyal to businesses they trust.

  4. Empower Your Employees: Provide your employees with the tools and autonomy to make decisions that benefit the customer. Empowered employees are more likely to go the extra mile to satisfy customers.

  5. Listen Actively: Pay attention to customer feedback and complaints. Use this information to improve your products or services and demonstrate to customers that their opinions are valued.

  6. Go Above and Beyond: Strive to exceed customer expectations. Surprise and delight them with exceptional service that goes beyond what is typical in your industry.

  7. Long-Term Relationships Matter: Focus on building long-term relationships rather than just making one-time sales. Repeat customers are often more valuable to a business than acquiring new ones.

  8. Cultivate a Positive Company Culture: A positive and customer-centric company culture will naturally lead to better customer service. When employees are happy and engaged, it reflects in their interactions with customers.

  9. Adapt to Changing Customer Needs: Stay flexible and responsive to changing customer needs and preferences. Continuously evolve your products, services, and customer service strategies to stay relevant.

  10. Celebrate Successes: Acknowledge and celebrate customer success stories. Highlighting positive experiences can inspire both employees and customers and contribute to a positive brand image.

Language English
ISBN-10 1401300340
ISBN-13 9781401300340
No of pages 283
Font Size Medium
Book Publisher hyperion
Published Date 11 Jun 2003

About Author

Author : Jack Mitchell

2 Books

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