A master of customer service reveals his secrets for developing long-lasting business relationships and customer loyalty.
"We shower our customers with attention. There's no doubt in my mind that our philosophy can be applied to selling just about anything--from aircraft engines to beanbags." (Jack Mitchell) The only way to stay in business is with customers, and Jack Mitchell knows how to attract them, and how to keep them.
He has a deceptively simple but winning relationship approach to customer service--that a relationship is at the heart of every transaction. Jack's business philosophy is based on "hugs"--personal touches that impress and satisfy the customer, such as:
Remembering the name of your customer's dog Calling a customer to make sure he's satisfied after a purchase Having a "kids' corner" with TV, books, and treats Knowing your customers golf handicap Introducing customers to business contacts Letting your customer use your office to make a personal phone callThis is a proven theory--hugging works! Mitchells/Richards achieves among the highest margins in its industry, as well as amazing customer loyalty. Complete with anecdotes that exemplify outstanding customer service, Hug Your Customers shows how any business can adapt this hugging philosophy to attract great staff, lower marketing costs, and maintain higher gross margins and long-term revenues. At a time when customer service has become the difference between success and failure, Hug Your Customers shows how Jack's one-of-a-kind philosophy brings the results you're looking for.
This book provides a detailed survey of the law relating to public interest disclosure. It examines how the new system has developed since the coming into force of the Public Interest Disclosure Act 1998 (PIDA), and provides up-to-date practical guidance on the key issues that arise in practice. Analysing the legal framework in the area, both under PIDA and the disparate sources of law that can apply, it provides in-depth commentary on case law and legislative
developments. It examines the structure of PIDA, litigation procedure and remedies under the Act, data protection, confidentiality, copyright, defamation issues, and the Human Rights Act 1998, as well as the contractual and fiduciary duties of employees, statutory obligations (both regulatory and
criminal), and the Corporate Governance Codes.
Since the publication of the first edition, there have been substantial developments in the area, including those regarding whether a disclosure tends to show a Public Interest Disclosure, the burden of proof, remedies, and alternative dispute resolution. This new edition also covers the employment tribunals' new powers to pass PIDA claims to the appropriate regulator, where the claimant consents, and provides extensive coverage of a number of important decisions emerging from the Court of
Appeal and the Employment Appeal Tribunal, including Babula v Waltham Forest College, Ezsias v North Glamorgan NHS Trust and Fecitt and others v NHS Manchester.
Written by an author team with extensive experience in the area, and making use of checklists and worked examples, the book is an essential reference work for employment practitioners dealing with cases involving public interest disclosure issues. It will also be of interest to private and public sector employers seeking guidance on whistleblowing procedures and policies.
In Hug Your Customers, Jack Mitchell showed business readers how to keep their customers happy--and their profits booming. In Hug Your People, he elaborates on his big secret: hiring, motivating, and keeping your biggest asset--great employees!
Anyone who thinks ancient history is dry will think again after dipping into these ocean blues. Here, political corruption, intrigue, high-seas adventure, romance, and comedy are all presented in abundance by the likable Marcus Oppius Sabinus, a teenager with a very contemporary attitude. Marcus is unwittingly involved by his cousin in "promoting" the ambitious young Julius Caesar in an upcoming Roman election. When Marcus proves to be even better at bribery than his cousin had hoped, he is assigned a difficult and dangerous mission. He must spy on, and undermine, those who would support Cicero's control of Rome, so that Julius Caesar can continue his power grab. The mission carries its rewards and risks. If Marcus succeeds, he will be on the inner circles of Rome's elite. If he fails, he faces exile -- or worse. Given very little choice but to accept his assignment, Marcus travels to Greece, but not before he is sidelined by shipwreck, enslavement, and pirate attack. Oh, yes, and the beginnings of love.
Beautifully researched and fast-paced, The Ancient Ocean Blues is a solid story that is sure to stand the test of time and put historical fiction in a whole new light for today's young adults.
From the Trade Paperback edition.
Young Aulus Spurinna's homeland, Etruria, has fallen prey to a rebel league of soldiers lead by Manlius, an experienced and dangerous Roman warrior. When his uncle dies under a cloud of mystery, Spurinna must take his uncle's place as the landowner of all Etruria. In order to save his homeland from Manlius, Spurinna travels to Rome to seek help from a Consul, Cicero. On his journey, Spurinna teams up with Cicero's daughter, Tullia, and together they unravel a conspiracy that could overthrow the Roman Empire. Spurinna soon finds himself thrust into the midst of a deadly battle - and a fight to save his life, his home, and Rome.
This first novel by classical scholar Jack Mitchell is a gripping tale that vaults over the centuries to bring ancient Rome to thrilling life.
From the Trade Paperback edition.
Like the international bestseller Who Moved My Cheese?, Hug Your Customers is powerful through its simplicity. Jack Mitchell is CEO of Mitchells - a clothes store and one of the most successful small businesses in America. This family-run business has built extremely healthy profit margins in a tough retail market through a most refreshing approach to sales - hug your customers! In other words: if there is one key to a successful business then it is happy customers and companies who go the extra mile enjoy the extra profits. From small independent businesses to established conglomerates, Hug Your Customers is an invaluable and fun tool for ensuring repeat business and outstanding results.
Today, when social networking is the hottest buzz word and 'relationships' are things that can happen virtually, top CEO and inspirational speaker Jack Mitchell is totally committed to bringing back the human connection in our businesses and our lives. Now, in Hug Your People, Jack shares his 5-step plan for creating a winning team...* Be NICE - because how you treat one another is as important as how you treat your customers...
* Learn to TRUST - it's a crucial part of building strong working relationships
* Instil PRIDE in your team and the work they do; give them all the 'tools' they need to do their jobs well...
* Try to INCLUDE your team in decision-making processes; you can't do it alone, so reach out for their input...
* Generously RECOGNIZE the contributions made and celebrate victories, big and small, because they all count ...Simple, unpretentious and fun, Hug Your People is a morale-boosting blueprint for success. With its blend of anecdotes and practical advice it will inspire you to build an energized, focused team - the type of team that is at the heart of every great organization.