Hug Your People: The Proven Way to Hire, Inspire and Recognize Your Employees and Achieve Remarkable Results

Tantor Media Inc

Narrated by James Boles

6 hr 4 min

"Giving great personalized customer service has always been the foremost goal in my family, but one thing we never lose sight of is that you can't possibly deliver great service if you don't treat your own associates right." So says Jack Mitchell, CEO of his family's astoundingly successful chain of clothing stores. In Hug Your People, he shares his secrets for creating happy employees, secrets as simple as they are revolutionary: -Be NICE to them (and hire nice people to begin with) -TRUST them (they deserve it and will work even harder and smarter to continue to earn that trust) -Instill PRIDE in them (they are more productive when they are proud of their work) -INCLUDE them (since you can't do it alone) -Generously RECOGNIZE them (and not only with money-but don't be chintzy, either) Hug Your People is filled with real stories about real people. Jack offers his principles on "hugging" your associates-whether they are the sales team, the cleaning staff, the delivery people, the backroom financial wizards, the marketing and advertising departments, or outsourced staff. Hug Your People is just what today's employees and managers need.
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Additional Information

Publisher
Tantor Media Inc
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Published on
Apr 14, 2008
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Duration
6h 4m 23s
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ISBN
9781400176595
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Language
English
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Genres
Business & Economics / General
Business & Economics / Human Resources & Personnel Management
Business & Economics / Management
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Eligible for Family Library

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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.

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.

Much has been written about Thomas Jefferson, with good reason: His life was a great American drama-one of the greatest-played out in compelling acts. He was the architect of our democracy, a visionary chief executive who expanded this nation's physical boundaries to unimagined lengths. But Twilight at Monticello is something entirely new: an unprecedented and engrossing personal look at the intimate Jefferson in his final years that will change the way audiences think about this true American icon. It was during these years-from his return to Monticello in 1809 after two terms as president until his death in 1826-that Jefferson's idealism would be most severely, and heartbreakingly, tested. Based on new research and documents culled from the Library of Congress, the Virginia Historical Society, and other special collections-including hitherto unexamined letters from family, friends, and Monticello neighbors-Alan Pell Crawford paints an authoritative and deeply moving portrait of Thomas Jefferson as private citizen, the first original depiction of the man in more than a generation. Here, told with grace and masterly detail, is Jefferson with his family at Monticello, dealing with illness and the indignities wrought by early-nineteenth-century medicine; coping with massive debt and the immense costs associated with running a grand residence; navigating public disputes and mediating family squabbles; and receiving dignitaries and corresponding with close friends, including John Adams, the Marquis de Lafayette, and other heroes from the Revolution. Enmeshed as he was in these affairs during his final years, Jefferson was still a viable political force, advising his son-in-law Thomas Randolph during his terms as Virginia governor, helping the administration of his good friend President James Madison during the "internal improvements" controversy, and establishing the first wholly secular American institution of higher learning, the University of Virginia at Charlottesville. We also see Jefferson's views on slavery evolve, along with his awareness of the costs to civil harmony exacted by the Founding Fathers' failure to effectively reconcile slaveholding within a republic dedicated to liberty. Right up until his death on the fiftieth anniversary of America's founding, Thomas Jefferson remained an indispensable man, albeit a supremely human one. And it is precisely that figure Crawford introduces to us in the revelatory Twilight at Monticello.
When President Roosevelt took the oath of office in March 1933, he was facing a devastated nation. Four years into the Great Depression, a staggering 13 million American workers were jobless and many millions more of their family members were equally in need. Desperation ruled the land. What people wanted were jobs, not handouts-the pride of earning a paycheck. And in 1935, after a variety of temporary relief measures, a permanent nationwide jobs program was created. This was the Works Progress Administration (WPA), and it would forever change the physical landscape and the social policies of the United States. The WPA lasted for eight years, spent $11 billion, employed 8.5 million men and women, and gave the country not only a renewed spirit but a fresh face. Under its colorful head, Harry Hopkins, the agency's remarkable accomplishment was to combine the urgency of putting people back to work with its vision of physically rebuilding America. Its workers laid roads and erected dams, bridges, tunnels, and airports. They stocked rivers, made toys, sewed clothes, and served millions of hot school lunches. When disasters struck, they were there by the thousands to rescue the stranded. And all across the country the WPA's arts programs performed concerts, staged plays, painted murals, delighted children with circuses, and created invaluable guidebooks. Even today, more than sixty years after the WPA ceased to exist, there is almost no area in America that does not bear some visible mark of its presence. Politically controversial, the WPA was staffed by passionate believers and hated by conservatives; its critics called its projects make-work, and wags said WPA stood for "We Piddle Around." The contrary was true. We have only to look about us today to discover its lasting presence.
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