by Steve Adubato, PhD
A few years back, my friend Jack Mitchell wrote a great book on customer service called "Hug Your Customers," which focused on showing your customers how much you appreciate them. Mitchell argued that you can’t "hug" your customers enough.
Said Mitchell: "A hug can be a bear hug, but it’s more a metaphor for any caring gesture or deed that shows we’re nice people and honest people, and we take pride in what we do. A hug is something that makes people feel warm and good. It’s what we try to do every day with our own people, and then they pass that on to the customers."
by Steve Adubato, PhD
When it comes to customer service, there is no detail too small. My friend and colleague Jack Mitchell’s groundbreaking book “Hug Your Customers”, outlined all the ways that his clothing store Mitchells/Richards made customers feel special. But Jack’s book is just one of many that highlight what it really takes to connect with your clients, customers and stakeholders by using exceptional and empathetic communication skills.
by Steve Adubato, PhD
Amy Russo Harrigan is the owner of Toast Restaurant on Bloomfield Avenue in Montclair. Toast serves breakfast, brunch and lunch and although a new eatery in Montclair, has already gained the reputation as a place that’s comfortable, friendly with great customer service. This is not by accident. Amy has raised the bar for how her employees approach their job and communicate with their most important constituents—customers. Everyone talks about customer service, but they live it at Toast and most of that effort revolves around exceptional communication skills.
by Steve Adubato, PhD
Great customer service is about making someone feel special. It is about making him or her feel like for that limited period of time, he or she is the only one that matters.
Consider the following scenario. Joe calls his attorney who is handling a very sensitive and important matter for him. He has known this attorney for years and the lawyer charges $400 an hour because he is considered one of the best in his field. At those prices, you’d expect great customer service and personalized attention. Yet, recently, Joe got very frustrated by what he perceived as a lack of responsiveness on his lawyer’s part regarding a particular issue in his case.
by Steve Adubato, PhD
There are many different approaches to selling. Bookstores and libraries are filled with shelves of “how to” books on sales. But what often gets missed in the “art of selling” is that when times get particularly tough, clients and prospective clients make decisions on whether to retain you or let you go based on your value. Translation—successful selling isn’t simply about who communicates effectively or gives the most dynamic sales presentation. It’s about having an attitude and philosophy of “problem solving” and seeing the world from your customer’s perspective. It’s about empathy and understanding more than it is about closing the deal.
by Steve Adubato, PhD
Last week I argued that selling IS about communication. As I wrote, the best communicators sell from considering the customer's point of view. For those who think this stuff doesn't pertain to you, forget it! We're ALL in sales of some kind or another.
One way to be really good when dealing with customers is to ask yourself what you like when in a position to buy something. Then treat people the way you want to be treated.
by Steve Adubato, PhD
Hugging your customers. Sounds pretty weird, right? Not if you ask Jack Mitchell, CEO of Mitchells/Richards, an extremely profitable clothing business based in Connecticut, and author of the book, "Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results." Jack Mitchell and his family have been "hugging" customers since 1958 and today they do over $65 million in sales. Regardless of economic times, Mitchell's clothing business has done well. The loyalty that they have engendered from customers is legendary in the clothing business.