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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 nothing to do with being touchy-feely around them and everything to do with offering them over-the-top service. For Mitchell, that means literally offering a customer the coat off your back, if that's the only one left in the store in the customer's size and preferred style and color. It means going to customers' homes to tie their bow ties for big events. It means serving coffee and bagels in the store and giving away hot dogs in the parking lot on summer Saturdays. Some might view this as fawning, but for Mitchell, it's the best way to keep customers coming back. 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.
Copyright 2003 Reed Business Information, Inc.
Jack Mitchell is the Chairman of Mitchells Family of Stores (Mitchells, Richards, Marshs, and two Wilkes Bashford stores), five of the most successful clothing stores in the business. He and his wife, Linda, live in Wilton, Connecticut, where they raised four sons.
A business owner who'll do anything for his customers--even fly across the world to deliver a suit! He turns clothing shopping from commodity to magical experience--and he is very... Read morePublished on June 10 2004 by Shel Horowitz
I've always been irked by rude customer transactions and the apathetic, useless people that facilitate in the transaction. Read morePublished on Jan. 15 2004 by clothing design entrepreneur
I have read over 50 books on Customer Service. This is by far the best of all of them. It goes into great detail on what things you need to do, not just the fact that you need to... Read morePublished on Jan. 8 2004
great book on the best way to take care of your customers. has a great message that any business should try to follow.Published on Dec 10 2003
Highly recommend to any businessperson as a "how-to" guide to differentiating yourself through service and overall attention to the customer. Read morePublished on Dec 7 2003
Thank you Jack Mitchell for sharing your knowledge, insight and wisdom in such a concise, easy to read guidebook. Read morePublished on Oct. 8 2003 by "teejayle"
I read many books and published two. This books is written by a very caring person who has a very humanistic attitude about life and the store customers. Read morePublished on Aug. 21 2003 by gabriella
Hug Your Customers is the best tool you can offer your team in any business. There is not enough "hugging" in the world today. Read morePublished on July 30 2003 by Alison F Leigh