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1-Page Summary of Hug Your Customers
Overview
Legendary Service by Dave Kerpen is a guide on how to improve your customer service. It provides you with the tools and techniques that will help you improve your company’s performance, as well as make customers happier. If you’ve ever worked in retail or customer service, then you know that most companies don’t really go above and beyond for their customers. They’ll say things like “the customer is always right.” However, they won’t do much more than smile at them and ask if they can help them out with anything else. If the customer has an actual problem or needs something extra from them, most companies won’t go out of their way to meet those requests.
However, companies can do better for their customers. They must provide exemplary customer service to keep them happy and coming back. The author of this article shows us how by using the founder of a retail store as an example.
In this article, you will learn why pets should always be welcome in stores; how fixing a button got the author tickets to the US Open final; and what businesses can do if customers need something.
Big Idea #1: The author suggests that you find out what your customers want and then give it to them.
No matter what business you’re in, one thing’s for sure—keep your customers happy.
It’s not easy to keep employees happy. The best way is to develop a culture that embraces them.
The author says that to maintain a hugging culture, you have to find out what the customers want and give it to them. The best way of doing this is by building lasting relationships with your customers.
To do this, Mitchell’s employees call their customers by their first names and commit themselves to getting to know them better. This allows the employees at Mitchell’s to learn about what their customers really need.
