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. Customers and employees are happierand when people are happier, it creats an excellent work environment. This familyrun business has built extremely healthy profit margins in a tough retail market through a most refreshing approach to sales hug your customers. Instead of hassling customers you hug themand they hug you back. I was also influenced by stephen coveys the 7 habits of highly effective people and don peppers and martha rogerss enterprise. This is a book of great value for anyone who deals with other humans. Hug your customers by jack mitchell, read by the author. With smart phones and alwayson internet access, consumers complain more often and across more channels, many of them public. To start with, this is a book that will only really apply if youre in the retail sector. Hug your customers september 20, 2011 hug your customers. 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. The proven way to personalize sales and achieve astounding results 2003 hug your people. If you have a bad week, or bad day it seems like customers overly picky or nasty, when in fact, they are not being abnormal. 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.
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 by jack mitchell, read by the author audiobook excerpt by hachetteaudio published on 20150415t20. To encourage a love of reading and to allow kids to read below, on and ahead of their given level, we have given our reading levels very broad definitions. You can also hug them via any social sharing websites. Still the proven way to personalize sales and achieve astounding results kindle edition published june 11th 2003 by hachette books kindle edition, 293 pages.
Hug your customer has dozens of anecdotes that support michells pemise that are wonderful lessons, plus this is a. Jack mitchell is coowner and ceo of mitchellsrichards, the upperend clothing retailer. Gary vaynerchuk, author of jab, jab, jab, right hook this is a landmark book in the history of customer service. Theres no doubt in my mind that our philosophy can be applied to selling just about anything from aircraft engines to beanbags.
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. 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. Guy kawasaki, chief evangelist of canva and author of the art of the start 2. 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 process for becoming a passionate and successful salesperson for life 2018 references. Hug your customers ebook by jack mitchell rakuten kobo. Hug your haters how to embrace complaints and keep your customers downloadable audiobook.
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. He is the author of five books, including the new york times bestseller youtility. Everyday low prices and free delivery on eligible orders. Hug your haters book washington county cooperative. This requires a completely new system for instantly finding, evaluating, and addressing these complaints. Feature a few quotations or excerpts from your friends book in a blog post or tweet or share. Benefits the great thing about a hug is if you give a good enough hug you will always get a hug back. I run mitchellsrichards, a profitable highend clothing business in connecticut that was founded in 1958. Hugging your customers is about catering to their every need and organizing your entire company around them. Hug your customers download ebook pdf, epub, tuebl, mobi. Hug your haters how to embrace complaints and keep your customers book. The hug your haters recipe is to answer every complaint, in every channel, every time. Hug your haters downloadable audiobook austin public. Your mood, your current life situation, your health, and even what you did last night affect your patience levels.
You need to buy this book if you care about your customers and your business. The ceo of two successful independent clothing stores shares the secrets of his familys management approach, which calls for a personal relationship with customers and an emphasis on customer service. The only way to stay in business is to have customers. Benefits builds your bottom line by increased wordofmouth activity repeat business customers willing to provide their information give your customers a hug. A master of customer service reveals his secrets for developing longlasting business relationships and customer loyalty. First, the hater in jays book is the complainer, the customer who. Customer service book free excerpts, samples, discounts. 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. Customer service book excerpts customer service zone. Hug your customers shares the handson practical philosophy.
Jack mitchel hug your customers customer service books. Social hug your customers jack mitchell 5 strategies for increasing profitability by loving your customers. Hug your customers goodreads meet your next favorite book. Its funny how an offhand comment at the right moment can end up crystallizing a lifetimes worth of learning.
Apply the knowledge in the book and find more success with your interpersonal interactions. Customer relationships hugging your customersat least in a virtual, figurative sensecan increase engagement and boost positive wordofmouth. Everyone needs this whether you are working directly in customer service or not, you need to get this book. Its somewhat related to what i say in my book hug your customers. Hug your haters reveals why detractors can become your most valuable customers. Jay baer explains the concept behind hugging your haters.
The only way to stay in business is with customers, and jack mitchell knows how to attract them, and how to keep them. Jack mitchell motivational speaker, inspirational author. The customers must feel like everyone, even the manager, wants to help. Long ago the districts waged war on the capitol and were defeated. Have everyone on the floor, not just sales people but management too. Learn how to apply the proven principles of hug your customers to refine your selling technique, boost your sales, and keep your customers coming back for more. 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. Katniss is a 16yearold girl living with her mother and younger sister in the poorest district of panem, the remains of what used be the united states. About jack mitchell jack mitchell is a motivator, consultant, a motivational speaker, and the author of several books.
Hug your customers pdf summary jack mitchell 12min blog. Hug your customers summary by jack mitchell is truly an inspiring piece of work that offers a unique set of breathtaking insights. So, the two kind of key lines in the book are that haters are not your problem. Hug your customers put to the test all common strategies for increasing profits and serves many new methods on a silver plate that are seldom used. Read the latest business books that could inspire, guide or benefit your small and homebased businesses. The proven way to hire, inspire, and recognize your employees and achieve remarkable results 2008 selling the hug your customers way.
Hes beaming, as if this is the best idea he has ever had. Hug your haters provides the recipe for a mobile, social. Our goal is to find a book your child wants to read. Provided as it is, the following are excerpts from the draft version of a long story intended for mature people. It includes specific playbooks and formulas as well as a foldout poster of the hatrix, which summarizes the. Technology has evaporated the barriers of complaint. Like the international bestseller who moved my cheese.
The proven way to personalize sales and achieve astounding results. If you are eager to improve the standings of your company, add this book to your bookshelf and start reading. Opinions expressed by forbes contributors are their own. Establishing a hugging culture is the most effective way to achieve financial success and keep your customers happy. Using first names and offering coffee and snacks to your customers are just 2 of the ways you can do this. Jack mitchell is ceo of mitchells a clothes store and one of the most successful small businesses in america. It includes specific playbooks and formulas as well as a foldout poster of the hatrix, which summarizes the best strategies for different situations. Hug your customers 2003 is based on the authors five decades of experience in crafting the perfect customercentered business. As part of the surrender terms, each district agreed to send one boy and one girl to appear in an annual televised event called the hunger games. Hug your customers still the proven way to personalize sales and achieve astounding results book. Here are six ways to get customers to embrace you and market for you.