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!

Revised and updated for the first time since original publication! Here is the 200,000-copy staple, praised by Warren Buffett as "a gem ... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we would own the world." If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business bestseller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by providing exceptional customer service. It's that simple says Jack Mitchell. Hug Your Customers shares the hands-on practical philosophy that has allowed Mitchell and his Family of Stores to thrive and excel in today's challenging retail marketplace. 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, increased per capita spending, and groundbreaking success.

Includes a detachable folded poster of "The Hatrix."

Amy Guglielmo, Jacqueline Tourville, and Giselle Potter come together to tell the inspiring story of autism advocate Dr. Temple Grandin and her brilliant invention: the hug machine. As a young girl, Temple Grandin loved folding paper kites, making obstacle courses, and building lean-tos. But she really didn’t like hugs. Temple wanted to be held—but to her, hugs felt like being stuffed inside the scratchiest sock in the world; like a tidal wave of dentist drills, sandpaper, and awful cologne, coming at her all at once. Would she ever get to enjoy the comfort of a hug? Then one day, Temple had an idea. If she couldn’t receive a hug, she would make one…she would build a hug machine!

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.

The reader is invited to consider some things about when, who, and how to hug and also advised to be prepared to receive one in return.

Innovative and refreshing strategies for how to love, understand, and communicate with difficult people—at home, at work, and in your community Most of us know someone who, for whatever reason, always seems to cause problems, irritate others, or incite conflict. Often, these people are a part of our daily lives. The truth is that these troublemakers haven’t necessarily asked to be this way. Sometimes we need to learn new approaches to deal with people who are harder to get along with or love. How to Hug a Porcupine explains that making peace with others isn’t as tough or terrible as we think it is—especially when you can use an adorable animal analogy and apply it to real-life problems. Whether you want to calm the quills of parents, children, siblings, or strangers, How to Hug a Porcupine provides useful tips for your encounters with “prickly” people, such as: • Three easy ways to end an argument • How to spot the porcupine in others • How to spot the porcupine in ourselves With a foreword by noted psychotherapist Dr. Debbie Ellis, widow of Dr. Albert Ellis, How to Hug a Porcupine is a truly special book.