Jack Mitchell

In his groundbreaking books, Hug Your Customers -- a Wall Street Journal bestseller -- and Hug Your People, Jack Mitchell brought a warm human touch to the often-cold, bottom-line world of business. As the CEO of Mitchell's clothing stores, one of the most successful small businesses in the country, he noticed that customer service and satisfaction get a lot of lip service -- but not enough hugs. When you focus on the emotional connection as well as the intellectual aspect of a sale, you form strong lasting relationships that keep your customers returning, sales rising, and business booming.

Mitchell's personal approach to customer service involves a simple 5-stage process that anyone can master. These winning sales strategies will help you adjust your mindset, refine your selling style, and embrace the joy and value of caring for your customers. You'll learn how to be a better listener so you can anticipate your customer's every need. You'll discover the power of positive, passionate words to establish a warm personal connection. Most importantly, you'll be able to close the deal and make that sale in a relaxed friendly manner that people will love. It's a win-win-win for you, your customers, and your business.

If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business bestseller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by providing exceptional customer service. It's that simple says Jack Mitchell. Hug Your Customers shares the hands-on practical philosophy that has allowed Mitchell and his Family of Stores to thrive and excel in today's challenging retail marketplace. Filled with accessible advice, personal case studies and tips any businessperson can use, Hug Your Customers is an energizing blueprint for customer and employee retention, increased per capita spending, and groundbreaking success.

From Publishers Weekly: If you work at a Fortune 500 company and live in southern Connecticut or New York's Westchester County (two of Manhattan's most affluent suburbs), chances are you buy your suits at Mitchells (in Westport, Conn.) or Richards (in Greenwich, Conn.). These two independent clothing stores are some of the most successful in the business and outfit CEOs from Chase, GE, IBM, Merrill Lynch and Pepsi. Mitchell, whose father started the business, shares the secret of his success in this unoriginal but cheerful guide to keeping customers happy. Hugging your customers, he says, has... everything to do with offering them over-the-top service. ...His advice-know your customer, think outside the box, have a "no problem" attitude-is hardly groundbreaking. But those who work with customers daily have much to gain from this chipper, inspiring handbook.

In Hug Your People, Jack Mitchell elaborates on his big secret: hiring, motivating and keeping your biggest asset, great employees! In Hug Your People, he shares his secrets for creating happy employees, secrets as simple as they are revolutionary: Be NICE to them ; TRUST them ; Instill PRIDE in them ; INCLUDE them ; Generously RECOGNIZE them . Hug Your People is filled with real stories about real people. Jack offers his principles on "hugging" your associates--whether they are the sales team, the cleaning staff, the delivery people, the backroom financial wizards, the marketing and advertising departments, or outsourced staff. Hug Your People is just what today's employees and managers need.