Establishing a hugging culture is the most effective way to achieve financial success and keep your customers happy. The term hater, in this article will refer to anyone who complains about. How passion and long term relationships are keys to long term sustainable. Im very curious about why a job with us strikes you as the logical next chapter in the book of your life. The book draws a straight line from customer service to business success. Your customers are the referees who award points for quality of service in a game that you can win or lose.
Hug your customer has dozens of anecdotes that support michells pemise that are wonderful lessons, plus this is a fun book to read. Hug your customers, written by connecticutbased clothing maven jack mitchell, of mitchellsrichards, purports to teach readers a hugging system that values going the extra mile for clients through various initiatives, responses and sales tactics. This book is about one particular familys philosophy of selling. Jack mitchel hug your customers customer service books. How to build great culture and relationship on your team and with clients and vendors. Jack mitchell is coowner and ceo of mitchellsrichards, the upperend clothing retailer. The book thief cliffsnotes study guides book summaries.
Hug your customers shares the handson practical philosophy that has allowed mitchell and his family of stores to thrive and excel in todays challenging retail marketplace. She is a squat woman with a rough exterior, who calls liesel a saumensch, a female swine, and hans a saukerl, the male equivalent. Hug your haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. The proven way to personalize sales and achieve astounding results by jack mitchell, ceo, mitchells. Cliffsnotes is the original and most widely imitated study guide. Run your business in the spirit of how they do business, and you will have nothing but tremendous success. The findings are presented in his newest book, hug your haters. Best book ever on how to treat your customers and employees. Opinions expressed by forbes contributors are their own.
Hug your customer has dozens of anecdotes that support michells pemise that are wonderful lessons, plus this is a. She does the washing and ironing for many of molchings wealthy inhabitants and has liesel help her with the work, often insulting both liesel and hans for their uselessness around the house. If there is a sparknotes, shmoop, or cliff notes guide. The book is immediately applicable to retail and small businesses, and sheds muchneeded light on managing a family business.
If you are eager to improve the standings of your company, add this book to. We spend as long as it takes searching for a particular book theyre after, and well spend time suggesting books if they want a gift or something new to read. He and his staff hug their customers, meaning they go out of their way to make customers say wow. Maybe its just me, but i love books that have chapter summaries, and this book has exactly that. If you are eager to improve the standings of your company, add this book to your bookshelf and start reading. Interacting rather than reacting as a means to anticipate what customers want and need before they tell you. I recently had the chance to talk to baer about his research, and he shared three key insights that he believes can completely change the way that leaders think about customer experience. I came across this book while looking for a read on customer service, a topic i havent touched on for a long time, since the customer service survival kit by richard s. Hug your customers summary and analysis free book notes. How to embrace complaints and keep your customers is a contrarian and modern view of creating extraordinary customer service.
Gain a full understanding of the key business ideas in hug your customers by jack mitchell. The proven process for becoming a passionate and successful salesperson for life this is a must for everyone who is interested in salesnot just in selling things but in selling yourself to people in a way that they will support you and never forget you. Use your unhappy customers to help improve your business with this hug your haters summary. Hug your haters goodreads meet your next favorite book. Social hug your customers jack mitchell 5 strategies for increasing profitability by loving your customers october 6, 2016 by mani vaya leave a comment big ideas. Having these chapter summaries allows me to quickly take note of. Connecting with customers on a deeply personal and emotional level to build relationships and trust. Hug your customers 2003 is based on the authors five decades of experience in crafting the perfect customercentered business. When youre with someone your employees, colleagues, or customers actually be with that someone.
In this book on loving those customers who, lets be honest, kinda annoy you, jay baer shows how you can turn your grumpy customers into raging fans. Focus on what youre currently doing not on what youve done or intend to do in the future. Hug your customers pdf summary jack mitchell 12min blog. If someone actually cares enough to complain, odds are they could stick around. The customers must feel like everyone, even the manager, wants to help. Find all available study guides and summaries for hug your customers by jack mitchell. I found a signed copy of this book at a thrift store, and wanted to read it because ive been bridging more into the sales side at my pr job. Hug your haters 2016 is a guide to using disgruntled customers to improve your business.
The proven way to personalize sales and achieve astounding results by jack mitchell is a great book for entrepreneurs who operate service businesses and, especially, for business owners who operate retail operations. Mitchell believes the most important thing is to know your customer. Why loving your customers will improve your bottomline 2. Read or download the ebook in pdf format hug haters. The new edition comes packed with fun new stories and techniques, including the best way to sell on the internet and how to survive even the worst recession. Hug your haters how to embrace complaints and keep your customers jay baer based on proprietary research and more than 70 exclusive interviews, new york times bestselling author jay baer offers a new playbook for handling unhappy customers. First, the hater in jays book is the complainer, the customer who.
The three biggest lessons from hug your haters are. Profit first by michael michalowicz book summary and pdf 38. Have everyone on the floor, not just sales people but management too. Founded in 1958 by clifton keith hillegass, cliffsnotes is the original company that produced study guides and book summaries ranging from. If you only read one book on this critical subject, make it this one. People have said to me, jack, you are obsessed with extraordinary customer service. But the rise of customer complaints is actually an enormous. Peter thiel notes on start ups and how to change the future. His latest thought provoking book, hug your haters. According to baer, customer service is the new marketing and since modern marketers end up interacting with the most customers publicly, its important that we all understand customer. Theres no doubt in my mind that our philosophy can be applied to selling just about anything from aircraft engines to beanbags. Hug your customers september 20, 2011 hug your customers. Jack mitchell motivational speaker, inspirational author.
Once a customer called mitchells, one of the stores, in a big hurry to buy a blue cashmere topcoat for an important meeting. How to embrace complaints and keep your customers 2016 by jay baer. Since 1994, he has advised over 700 companies ranging from caterpillar to nike. Our marketing was our christmas list and the telephone book. Businesses face intense competition for consumer support. Hug your haters is ultimately about delivering good customer service and using the criticisms from your haters to improve your products and services. This book summary, based on the thinking of one of the most accomplished retail store owners in the united states, show you how to develop a culture of. Hug your haters by jay baer book notes nick qs blog. He is the author of five books, including the new york times bestseller youtility. Never lose a customer again is a landmark work on the least talked about, yet most important, part of a successful business keeping your customers.
The author, whose warmth and candor is totally endearing, may. We post up to 10 new summaries every month in various categories. Hug your customers summary by jack mitchell is truly an inspiring piece of work that offers a unique set of breathtaking insights. I make it absolutely clear that if guests dont like something theyve ordered, it. A master of customer service reveals his secrets for developing longlasting business relationships and customer loyalty. How to embrace complaints and keep your customers haters are not your problem. Cliffsnotes study guides are written by real teachers and professors, so no matter what youre studying, cliffsnotes can ease your homework headaches and help you score high on exams. If there is a hug your customers sparknotes, shmoop guide, or cliff notes, you can find a link to each study guide below. Hug your customers goodreads meet your next favorite book. If it feels like there are more complaints than ever, and that youre spending more time and money dealing with negativity and backlash, youre right.
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. Social hug your customers jack mitchell 5 strategies for increasing profitability by loving your customers. Jack mitchell the only way to stay in business is with customers, and jack mitchell knows how to. Give your haters a hug jay baer on customer experience. Im quite explicit now in setting the table for our staff. Hugging your customers is about catering to their every need and organizing your entire company around them. When im 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. Recognizing social media for its viral power and leveraging that reach to influence the market. The only sales guide youll ever need book summary a.
Using first names and offering coffee and snacks to your customers are just 2 of the ways you can do this. By using feedback from haters and addressing the problems they cite, you can create an advantage your competitors will find hard to emulate. For three generations, my family has been dressing men and women in fairfield. My parents would send customers a nice thankyou note with a real ink pen. At a time when customer service has become the difference between success and failure, hug your customers shows how jacks oneofakind philosophy brings the results you are looking for. It includes specific playbooks and formulas as well as a foldout poster of the hatrix, which summarizes the best strategies for different situations. Instead of hassling customers you hug themand they hug you back. Hug your customers summary by jack mitchell is truly an inspiring piece of.
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