Im very curious about why a job with us strikes you as the logical next chapter in the book of your life. Mitchell believes the most important thing is to know your customer. This months article will briefly overview some of the learnings from a book i recently read by jay baer, titled hug your haters. If there is a hug your customers sparknotes, shmoop guide, or cliff notes, you can find a link to each study guide below. 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. People have said to me, jack, you are obsessed with extraordinary customer service. Hugging your haters doesnt mean the customer is always right, but it does mean the customer is always answered. Having these chapter summaries allows me to quickly take note of. Jan 01, 2003 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.
He is the new york times bestselling author of five books, including hug your haters. Founded in 1958 by clifton keith hillegass, cliffsnotes is the original company that produced study guides and book summaries ranging from shakespeare to algebra. 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. A number of services sell compressed summaries of business books to help busy executives keep up with the latest publications. 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. I had built my own little business within a business, creating my own schedule, plotting my own tactics, and. If you need to decrypt customer service, you need to read hug your haters. How passion and long term relationships are keys to long term sustainable. How passion and longterm relationships are keys to longterm sustainable business.
How to build powerful relationships with employees so that they help you get to the next level. This application form is meant to enable a person to comply with the client identification programme laid down by the prevention of money laundering act, 2002 pmla hereinafter referred to as know your client kyc requirements. If someone actually cares enough to complain, odds are they could stick around. Mar 01, 2016 hug your haters reveals why detractors can become your most valuable customers. Success is built sequentially, one thing at a time. 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. Jack mitchell the only way to stay in business is with customers, and jack.
Jack mitchel hug your customers customer service books. Everyday low prices and free delivery on eligible orders. 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. After endless messages about putting the customer first, hal rosenbluth, ceo of rosenbluth international, says you should put your people first and watchem kick butt. If there is a sparknotes, shmoop, or cliff notes guide. A helpful andor enlightening book that has a substantial number of outstanding qualities without excelling across the board, e. For three generations, my family has been dressing men and women in fairfield. 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. Numerous and frequentlyupdated resource results are available from this search.
Why loving your customers will improve your bottomline 2. Find all available study guides and summaries for hug your customers by jack mitchell. How to embrace complaints and keep your customers 2016 by jay baer. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree. Cliffsnotes is the original and most widely imitated study guide. The mitchell family has created one of americas unique retail experiences, executed by few.
The proven way to personalize sales and achieve astounding results book online at best prices in india on. Author jack mitchell is the ceo of mitchellsrichards, two of the most successful clothing stores in the business. Todd mcdonald is the official guide to customer service. Mar 19, 2018 hug your customers summary by jack mitchell is truly an inspiring piece of work that offers a unique set of breathtaking insights. They will come in many different forms, both inyourface, in person, and anonymously, online.
Eighty percent of companies say they provide a way outstanding customer service, but only 8 percent of their customers agree. Like the international bestseller who moved my cheese. Dec 29, 20 roughly every other household is a customer in our system, because at some point we gave them a very pleasant and memorable shopping experience a hug or two that made them come back for more. Once a customer called mitchells, one of the stores, in a big hurry to buy a blue cashmere topcoat for an important meeting. 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. In todays unbelievably competitive marketplace, there are few who use it. If you want to put your arms around your business and bottom line, youll want all the updated information and practices found in the landmark business bestseller, hug your customers.
Maybe its just me, but i love books that have chapter summaries, and this book has exactly that. Hug your customers summary and analysis free book notes. Jack mitchell is ceo of mitchells a clothes store and one of the most successful small businesses in america. 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.
Read or download the ebook in pdf format hug haters. 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. This familyrun business has built extremely healthy profit margins in a tough retail market through a most refreshing approach to sales. Chapter 4 key data in the uk, 23 of people who have used social media for customer support now prefer it to a traditional call center. Theres no doubt in my mind that our philosophy can be applied to selling just about anything from aircraft engines to beanbags.
His latest thought provoking book, hug your haters. Sally hogshead, author of fascinate and how the world sees you jay baer demonstrates that the single greatest threat to customer retention is to appear indifferent to customer complaints. Dec 27, 2015 read or download the ebook in pdf format hug haters. Why loving your customers will improve your bottomline. Instead of hassling customers you hug themand they hug you back. But the rise of customer complaints is actually an enormous opportunity. The offstage hater is more silent in that they contact companies to complain by phone call or email. West suite 350 toronto, on m5v 3a8, canada email contact form.
Im quite explicit now in setting the table for our staff. Rosenbluth international is a world leader in corporate travel management, with over 5. 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. Contact customer care with questions regarding book purchases, shipping, or request information about cliffsnotes. Sooooo, define your hug, make it an expectation, train your staff to hug, practice it, and then, most importantly, hug. The only way to stay in business is to have customers. 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. Hug your haters goodreads meet your next favorite book. Hug your customers can change your attitude and outlook while helping you become more successful. He and his staff hug their customers, meaning they go out of their way to make customers say wow.
Although customers will always remember when you mess up, they will remember more is what you did to fix it. Oct 06, 2016 why loving your customers will improve your bottomline. Jack mitchell captures the essence of this passion, and delivers it to the reader in his book, hug your customers. The one thing is the best approach to getting what you want. If the idea of dealing with haters makes you uncomfortable or customer service isnt your strong suit, youll definitely want to give this book a read. I worked for myself out of my own walkup apartment on the east side. Chris brogan, ceo of owner media group hug your haters is one of the most profound books a business can read today. Founded in 1958 by clifton keith hillegass, cliffsnotes is the original company that produced study guides and book summaries. Why we must understand our customers more than our products. A remarkable way to boost morale and improve results. The best way to do this is to follow this 5 step plan. Jack mitchell is coowner and ceo of mitchellsrichards, the upperend clothing retailer.
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 customers shares the handson practical philosophy that has allowed mitchell and his family of stores to thrive and excel in todays challenging retail marketplace. 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. Hug your customers gives the business world proven techniques to ensure success for many generations.
We post up to 10 new summaries every month in various categories. I make it absolutely clear that if guests dont like something theyve ordered, it is removed from the check. How to embrace complaints and keep your customers haters are not your problem. 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 youre looking for. This book is about modern customer service, how to hug your haters and turn the situation around. Jack mitchell motivational speaker, inspirational author. 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. Contact our web team to report a web site bug or submit your feedback about cliffsnotes. This book is about one particular familys philosophy of selling. But the rise of customer complaints is actually an enormous. How to embrace complaints and keep your customers is a contrarian and modern view of creating extraordinary customer service. If you are eager to improve the standings of your company, add this book to. The proven way to personalize sales and achieve astounding results by jack mitchell, ceo, mitchells. Baer gives you a better map to success than anyone else.
Filled with accessible advice, personal case studies, and tips any businessperson can use for any business, hug your customers is an energizing blueprint for customer and employee retention, increased per capita spending, and groundbreaking success. 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. Reliable information about the coronavirus covid19 is available from the world health organization current situation, international travel. Jan 21, 2003 the title of this book is a deliberate provocation. How to embrace complaints and keep your customers, jay baer shows how haters are actually a good thing. 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. I teach these same principles to my people, and those i present to. A master of customer service reveals his secrets for developing longlasting business relationships and customer loyalty. The term hater, in this article will refer to anyone who complains about. Its contagious, because the more effort you put forth to satisfy a customer, the greater your business will grow. Hug your customers ebook by jack mitchell rakuten kobo. I still have the hug your customer passion, thanks to jack and bill mitchell, and i hope you catch it when you read this fine book. Customers and employees are happierand when people are happier, it creats an excellent work environment. Baer is one of the foremost experts on customer experience.
Hug your haters is ultimately about delivering good customer service and using the criticisms from your haters to improve your products and services. Their passion for the initiate relationship with the customer, and the loyalty that is created, has rarely been duplicated. Success is a result of narrowing your concentration to one thing. Roughly every other household is a customer in our system, because at some point we gave them a very pleasant and memorable shopping experience a hug or two that made them come back for more. Filled with accessible advice, personal case studies and tips any businessperson can use for any business, hug your customers is an energizing blueprint for customer and. Access a free summary of hug your haters, by jay baer and 20,000 other business, leadership and nonfiction books on getabstract.
This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. If you dont have a strategy for dealing with them, you can find yourself distracted from your mission or worse, with a damaged reputation. Gain a full understanding of the key business ideas in hug your customers by jack mitchell. 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. Weve been told by others that were one of the most successful if not the most successful highend clothing businesses of our size in the country. 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 haters by jay baer book notes nick qs blog. Hug your customers goodreads meet your next favorite book.
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