The mitchell family has created one of americas unique retail experiences, executed by few. Hug your customers pdf summary jack mitchell 12min blog. Founded in 1958 by clifton keith hillegass, cliffsnotes is the original company that produced study guides and book summaries ranging from shakespeare to algebra. 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. 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. 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. 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. Success is a result of narrowing your concentration to one thing. The term hater, in this article will refer to anyone who complains about. I teach these same principles to my people, and those i present to. Its contagious, because the more effort you put forth to satisfy a customer, the greater your business will grow. Hug your haters by jay baer book notes nick qs blog.
In todays unbelievably competitive marketplace, there are few who use it. The joy i was experiencing each day by setting my own personal and professional agenda made it increasingly clear to me that i would never go to work for someone else. The proven way to personalize sales and achieve astounding results book online at best prices in india on. The best way to do this is to follow this 5 step plan. Jan 21, 2003 the title of this book is a deliberate provocation. 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 is ultimately about delivering good customer service and using the criticisms from your haters to improve your products and services. This months article will briefly overview some of the learnings from a book i recently read by jay baer, titled hug your haters. Gain a full understanding of the key business ideas in hug your customers by jack mitchell. Reliable information about the coronavirus covid19 is available from the world health organization current situation, international travel. Founded in 1958 by clifton keith hillegass, cliffsnotes is the original company that produced study guides and book summaries. How to embrace complaints and keep your customers is a contrarian and modern view of creating extraordinary customer service. Why we must understand our customers more than our products. Hug your customers summary by jack mitchell is truly an inspiring piece of.
But the rise of customer complaints is actually an enormous opportunity. Baer is one of the foremost experts on customer experience. Mitchell believes the most important thing is to know your customer. 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 offstage hater is more silent in that they contact companies to complain by phone call or email. Baer gives you a better map to success than anyone else. 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. 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. Theres no doubt in my mind that our philosophy can be applied to selling just about anything from aircraft engines to beanbags. 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. I make it absolutely clear that if guests dont like something theyve ordered, it is removed from the check. Numerous and frequentlyupdated resource results are available from this search. If you are eager to improve the standings of your company, add this book to. 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. Chris brogan, ceo of owner media group hug your haters is one of the most profound books a business can read today. 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.
A helpful andor enlightening book that has a substantial number of outstanding qualities without excelling across the board, e. 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. Jack mitchel hug your customers customer service books. 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. Hug your customers ebook by jack mitchell rakuten kobo. Im quite explicit now in setting the table for our staff. Their passion for the initiate relationship with the customer, and the loyalty that is created, has rarely been duplicated.
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 for any business, hug your customers is an energizing blueprint for customer and. He is the new york times bestselling author of five books, including hug your haters. 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. Rosenbluth international is a world leader in corporate travel management, with over 5. If you dont have a strategy for dealing with them, you can find yourself distracted from your mission or worse, with a damaged reputation. 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. Jack mitchell captures the essence of this passion, and delivers it to the reader in his book, hug your customers. How to embrace complaints and keep your customers haters are not your problem. 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. Eighty percent of companies say they deliver outstanding customer service, but only 8 percent of their customers agree.
West suite 350 toronto, on m5v 3a8, canada email contact form. How to embrace complaints and keep your customers, jay baer shows how haters are actually a good thing. Im very curious about why a job with us strikes you as the logical next chapter in the book of your life. Mar 01, 2016 hug your haters reveals why detractors can become your most valuable 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 customers summary by jack mitchell is truly an inspiring piece of work that offers a unique set of breathtaking insights. Eighty percent of companies say they provide a way outstanding customer service, but only 8 percent of their customers agree. A number of services sell compressed summaries of business books to help busy executives keep up with the latest publications. Cliffsnotes is the original and most widely imitated study guide. Hug your customers summary and analysis free book notes. Oclcs webjunction has pulled together information and resources to assist library staff as they consider how to handle. 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. Jack mitchell is coowner and ceo of mitchellsrichards, the upperend clothing retailer. How to embrace complaints and keep your customers 2016 by jay baer.
Hug your haters goodreads meet your next favorite book. This book is about modern customer service, how to hug your haters and turn the situation around. How to build powerful relationships with employees so that they help you get to the next level. But the rise of customer complaints is actually an enormous. If there is a sparknotes, shmoop, or cliff notes guide. His latest thought provoking book, hug your haters. The three biggest lessons from hug your haters are. Dec 27, 2015 read or download the ebook in pdf format hug haters. Jack mitchell is ceo of mitchells a clothes store and one of the most successful small businesses in america. If someone actually cares enough to complain, odds are they could stick around. If you need to decrypt customer service, you need to read hug your haters.
The only way to stay in business is to have customers. 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. Why loving your customers will improve your bottomline 2. If there is a hug your customers sparknotes, shmoop guide, or cliff notes, you can find a link to each study guide below. Success is built sequentially, one thing at a time. Like the international bestseller who moved my cheese. 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. This book is about one particular familys philosophy of selling.
If you are eager to improve the standings of your company, add this book to your bookshelf and start reading. 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. 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. A master of customer service reveals his secrets for developing longlasting business relationships and customer loyalty. Customers and employees are happierand when people are happier, it creats an excellent work environment. Oct 06, 2016 why loving your customers will improve your bottomline. 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. Access a free summary of hug your haters, by jay baer and 20,000 other business, leadership and nonfiction books on getabstract. How passion and longterm relationships are keys to longterm sustainable business. Hugging your haters doesnt mean the customer is always right, but it does mean the customer is always answered. Hug your customer has dozens of anecdotes that support michells pemise that are wonderful lessons, plus this is a fun book to read. This familyrun business has built extremely healthy profit margins in a tough retail market through a most refreshing approach to sales. 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.
Use your unhappy customers to help improve your business with this hug your haters summary. Hug your customers can change your attitude and outlook while helping you become more successful. 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. How passion and long term relationships are keys to long term sustainable. 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. Although customers will always remember when you mess up, they will remember more is what you did to fix it. Having these chapter summaries allows me to quickly take note of. The proven way to personalize sales and achieve astounding results by jack mitchell, ceo, mitchells. Jack mitchell the only way to stay in business is with customers, and jack.
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. For three generations, my family has been dressing men and women in fairfield. They will come in many different forms, both inyourface, in person, and anonymously, online. I had built my own little business within a business, creating my own schedule, plotting my own tactics, and. A remarkable way to boost morale and improve results. Author jack mitchell is the ceo of mitchellsrichards, two of the most successful clothing stores in the business. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences. I worked for myself out of my own walkup apartment on the east side. People have said to me, jack, you are obsessed with extraordinary customer service. Contact our web team to report a web site bug or submit your feedback about cliffsnotes. 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. 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. Todd mcdonald is the official guide to customer service. 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.
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