Selling the Hug Your Customers Way: The Proven Process for Becoming a Passionate and Successful Salesperson for Life - Hardcover

by Jack Mitchell (Author)

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.
In his groundbreaking books, Hug Your Customers--a Wall Street Journal bestseller--and Hug Your People, Jack Mitchell brought a warm human touch to the often-cold, bottom-line world of business. As the CEO of Mitchell's clothing stores, one of the most successful small businesses in the country, he noticed that customer service and satisfaction get a lot of lip service--but not enough hugs. When you focus on the emotional connection as well as the intellectual aspect of a sale, you form strong lasting relationships that keep your customers returning, sales rising, and business booming.
You don't have to hug your customers literally, of course. Mitchell's personal approach to customer service involves a simple 5-stage process that anyone can master:
1st Stage: Making the ConnectionLearn how to make a great first impression that engages customers immediately--and keeps them coming back again and again.
2nd Stage: Decoding the MissionLook for easy-to-read tells to determine what each customer wants--and what you need to do to make him or her happy.
3rd Stage: Show and ShareInstead of a hard sales pitch, engage your customer in a genuine one-on-one conversation and form a personal connection to you and your product.
4th Stage: Allowing the BuyAdopt a warm, relaxed manner to gradually establish trust, gently convince the customer--and ultimately close the deal.
5th Stage: The Kiss GoodbyeJust as important as first impressions, make a strong lasting impression that makes each customer feel valued, special, and delighted.
The Extra Stage: One for Good MeasureTake that extra step to follow up on your customers, build on your connections, and make them your customers for life.
These winning sales strategies will help you adjust your mindset, refine your selling style, and embrace the joy and value of caring for your customers. Mitchell's tried-and-true techniques make it easy to size up your customer quickly and customize your approach perfectly to suit each individual and situation. You'll learn how to be a better listener so you can anticipate your customer's every need. You'll discover the power of positive, passionate words to establish a warm personal connection. Most importantly, you'll be able to close the deal and make that sale in a relaxed friendly manner that people will love. It's a win-win-win for you, your customers, and your business. It's Selling the Hug Your Customers Way.

Back Jacket

I don't know a lot about selling but I do know a few things about delivering legendary service--and so does Jack Mitchell. The heart of Jack's approach is the same as my own: the key is to CARE. Read this book and start selling with positive passion!--Ken Blanchard, coauthor of The New One Minute Manager(R) and coeditor of Servant Leadership in Action
"Whether you're just starting out as a salesperson or a veteran, Selling the Hug Your Customers Way will give you the insights you need to help you take your career to the next level." --Marshall Goldsmith, The New York Times #1 bestselling author of Triggers and What Got You Here Won't Get You There "Jack Mitchell's book documents what we all know to be true, but rarely practice. The winning formula is knowing your customers and helping them make a purchase - vs being sold. Customer centricity is at the heart of the Mitchell's success and translates beautifully into the selling process."--Anne Mulcahy, Former Chairman and CEO, Xerox
"Jack Mitchell has done it again. This clothing store legend both humanizes and systematizes 'selling' in this interesting and readable book. And best of all, he links sales to genuinely caring about the customer's goals, an important link for those who sell - really all of us!"--Glenn Hubbard, Dean, Columbia Business School
"This is a must for everyone who is interested in sales--not just in selling things but in selling yourself to people in a way that they will support you and never forget you. Read it!"--Leonard A. Lauder, Chairman Emeritus of The Estée Lauder Companies Inc.
"Both salesmen and customers will benefit from reading Jack Mitchell's book on how to benefit from buyer and seller relationships."--Arthur Levitt, Former Chairman SEC
"In the world of high-end clothes and jewelry, Jack Mitchell is a superstar. In the world of salesmanship, he's a modern-day Dale Carnegie. And in the world of business how-to books, his Selling the Hug Your Customers Way is the inspirational equivalent of How to Win Friends and Influence People. For Jack, 'hugging your customer' is a metaphor for showing that you care and for making a human connection. It creates an experience that customers revere and reward. His mantra -- 'think people' -- translates into a six-step process that can fit on an index card. But I recommend that you read the whole book. It's full of wisdom, humor and practical advice that can benefit anyone, regardless of their calling."--Andy Sieg, Head of Merrill Lynch Wealth Management
"The great Spanish writer Baltasar Gracián wrote that 'metals can be recognized by the sound they make, people by the words they say. If it is true that integrity can be read in words, actions will reveal it even better.' This is all the more true for work, where human dignity must be especially safeguarded. Secondly, quality of relations as well as products enables us to strike true and longlasting bonds."For this reason, Jack Mitchell's book testifies to the work performed for half a century by a passionate family of idealists, a family who found in the soul the source of its great thoughts and steadfast human relationships."--Brunello Cucinelli, CEO, Brunello Cucinelli "This book will change you! Selling the Hug Your Customers Way will bring you closer to your customers, strengthen the power of your team, and transform the way you sell. Anchored to wisdom born from Jack Mitchell's business success, you'll find practical and impactful tools on how to authentically personalize emotional connections. Jack say's 'everything is selling, ' and I'll add 'everything is personal.' This book brings those concepts together, as it teaches the art and skill of 'personal selling.'" --Joseph Michelli, Ph.D. New York Times #1 bestselling author of books like The New Gold Standard, Driven to Delight, and Leading the Starbucks Way "I've known Jack Mitchell for over fifteen years, and in that time, I've come to understand just how brilliant a businessman he is. You'd be wise to use his simple stages of selling that he gives so generously in Selling the Hug Your Customers Way. It's the kind of advice that will allow you to measure your success in decades."

--Harry Paul, corporate culture expert and coauthor of FISH!
"Selling wisdom from a real professional who loves his business and his customers."--Jim Kilts, Founder and Partner, Centerview Capital, former CEO Gillette Company "Jack absolutely nails it... again. Selling the Hug Your Customer Way not only provides a pragmatic guide to the mechanics of selling, it also highlights the fundamental dignity of selling. Selling is an honored profession and the fundamental building block of any business. As a 'life long salesman, ' I think this book should be required reading for every salesman and executive."--Marc Lautenbach, CEO, Pitney Bowes "Jack's books always deliver messages to its readers that are never a surprise but always wise. His books tell you what you already know but in a way you will never forget. The Hug Your Customers Way is quintessential Jack. Net, it is all about enabling your customers and clients to be successful buyers. In the eyes of the customers and clients, the best sellers are the most positive, the most passionate, the most personable, the most enabling and as a result, the most successful." --Nick Donofrio, IBM Fellow Emeritus; IBM Executive Vice President Innovation and Technology
"In true Jack Mitchell fashion, Selling the Hug Your Customers Way is honest and energizing; in fact it's game changing. Out of over 1,000 business books I've read, this is the first to capture the elegant process of allowing people to buy. I've witnessed the hug philosophy in Jack's keynotes, where the audience is frankly glued to the message."--Robert Reiss, Host & CEO, The CEO Forum "Both as a CEO and long-term loyal customer of Mitchells, I can tell you this book expresses so clearly both my own personal philosophies for my business as well as helps explains why I only shop at one store....Mitchells of Westport. In my position as CEO, the book says it all, everything I do is based on my ability to sell. Not just to our customers but to our employees and the community at large. And his rules of being passionate, genuine and transparent are the essential tools to my ability to successfully communicate my vision. The same applies to why I only shop at his store. The service is more than service, you are family there. They know me, they know what I need and they care....it is truly the definition of WIN WIN WIN . This book is a perfect guide to ensure we are all selling the right way. I highly recommend you absorb all the invaluable lessons provided in Jack's new book Selling The Hug Your Customers Way." --Cindi Bigelow, 3rd generation CEO & President Bigelow Tea "I have known Jack and the Mitchell family for over 35 years. For those of you that have shopped at the Stores this book is SOP. Motivated, Inspired, Knowledgeable team that put the customer first in any and all transactions. The Hugs are good however the relationship is priceless."--Ken Duane, CEO Heritage & North America at PVH Corp
"Jack Mitchell, his family and the entire Mitchell retail enterprise represents the epitome of customer service. And their awesome, 24/7 attention to it, inspired Jack's first best-selling book: Hug Your Customer. So, his newest tour de force, Selling The Hug Your Customers' Way is a brilliant extension of how the Mitchells turn their "customer hugging" and more, into one of the most powerful selling formulas in retailing today. Jack lays out five enlightened stages of the selling process ('plus the last hug -one for good measure'), that motivate and inspire their customers and 'allows them to buy.' And there are tons of examples relevant to all consumer facing businesses. This is a must read."--Robin Lewis, Chief Executive Officer, Robin Report
"This is, hands down, the clearest and most inspiring explanation of the selling process I have ever read. Everyone can use this book."--John Davis, Former Harvard Business School Professor "No one likes 'being sold to.' We like being cared about - and Jack Mitchell has uncovered the key behind success in selling. He reframes the sales process from a selling experience, to a 'caring for your customer experience' - and when this mental shift takes place, then a sales person is experienced as someone who cares about us. Each sales transaction becomes an 'I care about you' experience. I care what you wear and why. I care about how you look when you are standing on stage and are giving your talk to a large audience of 2,000 people. When your customer feels you care about them - how they look when they are in important situations, then you - the customer - will spend more money when shopping. Jack has figured this 'reframe' out - and more than that - he and his whole sales organization really do care. As a long-time customer I can say - I feel cared for, even loved in so many small and big ways. This book will revolutionize 'sales' in all businesses! It's a must read!"--Judith E. Glaser, author of Conversational Intelligence and CEO of Benchmark Communications, Inc.
"The Mitchell family selling culture is one of the finest in the world of luxury retailing.....one I have seen close up from one generation to the next as they continue to grow the Zegna business across the country."This selling book is a must read for anyone who has customers and wants to keep them emotionally connected!"--Gildo Zegna, CEO Ermenegildo Zegna
"In this world obsessed with digital interactions and social media, Jack Mitchell brings us back to earth to remind us that quality relationship based selling is the cornerstone to an excellent business. Thank you, Jack for reminding us what's really important with your book Selling the Hug Your Customers Way.--Larry Rosen, CEO, Harry Rosen
"Professor Jack presents a terrific enthusiastic post-grad course in the selling process."--Josh Weston, Honorary Chairman Automatic Data Processing Inc.
"Jack Mitchell is a genius. Even the rest of us who are not, can learn from his insights. He says his secret is simple. I suspect it is not, but I know the lessons in this wonderful book will not just make us better sellers, but better people."--Christopher Jones, Emmy Winning Network Television Correspondent and Commentator

"I met Jack few years ago and he disrupted my way to look at customers Emotional Connection is not part of the game, it is THE GAME! Emotional connection is warm, is insightful, is human, is long-lasting. Also ultimately this Hug is much more pleasant and gratifying than just a sale. Thank you Jack for what you taught us!"

--Fabio d'Angelantonio, CEO, Loro Piana

"There are many books about selling, but this one by Jack Mitchell is one of the best I have read. It is written by an accomplished business owner and salesman who shares his years of experience and his process for effective selling. I have seen Jack in action, and he is a master."

--Win Smith, CEO, Sugarbush "Jack Mitchell is the world-class hugger. He has built an outstanding culture of customer focus and appreciation. I have enjoyed the privilege and pleasure of knowing Jack for over 30 years. During that time, my entire family has been his customers and friends. Jack is the very best."At my invitation, Jack has lectured to our FlightSafety teammates. His new book is a reinforcement of all that he has taught us and others about the importance of perpetuating his 'hugging' message. You will enjoy it, as I have."--Bruce Whitman, CEO, Flightsafety
"Everyone thinks they know the secret to selling. Jack Mitchell actually does. No one is better at selling with passion and warmth, and anyone who's bought something at one of his family's remarkable stores learns that first-hand. His new book is packed with eternal wisdom and an easy-to-follow process for how to sell and develop customer relations.. Anyone who is involved in a consumer facing business will find themselves transformed into a better seller and a better person." --Michael Roth, CEO, Interpublic
"WOW!!.....what a comprehensive, insightful and inspirational approach to one of the Retail World's most important challenges and biggest opportunities:: reversing the lost art of great personal service and enlightened salesmanship by combining old-fashioned common sense and human touch with today's technology.."--Arnold Aronson, Principal Director, Retail Strategies, Kurt Salmon, Part of Accenture Strategy and former CEO of Saks Fifth Avenue

Author Biography

Jack Mitchell is Chairman of Mitchell Stores, a three-generation family business based in Connecticut that operates some of the most successful clothing stores in the country, renowned for their personal service touches and strong relationships. For years, Mitchell Stores has been used as a case study at Harvard Business School. Jack is the author of two previous books, Hug Your Customers, a Wall Street Journal best seller, and Hug Your People. He is a nationally known speaker on customer service and selling. His family business philosophy is being taught in Hug Your Customers workshops. Jack is also an Executive in Residence at the Columbia University School of Business. Women's Wear Daily recognized him as one of the top ten retail visionaries of his time, and INC Magazine listed him as one of the 26 Entrepreneurs We Love. Jack is the proud husband of his wife, Linda, lives in Wilton, Connecticut, and is blessed with four sons and seven grandchildren.