nce a customer, always a friend-that is the simple philosophy behind Mitchells/Richards, two of the most successful clothing stores in the nation-and that is why Jack Mitchell, his family, and associates inspire the enduring loyalty and admiration of his customers, including today's top CEOs. Jack's two stores, Richards in Greenwich, Connecticut, and Mitchells in Westport, Connecticut, suit up discerning customers from across the country. Now for the first time, Jack Mitchell shares the secrets of his family's innovative merchandising and management approach in his book Hug Your Customers. It's a deceptively simple but winning approach to customer service-that a relationship is at the heart of every transaction. Jack Mitchells' business philosophy is based on 'hugs'-personal touches such as knowing every customer's name and clothing preferences or handing out free coffee and newspapers on the commuter train platform. Complete with anecdotes that exemplify outstanding customer service, Hug Your Customers shows how any business can adapt this hugging philosophy to attract great staff, lower marketing costs, and maintain higher gross margins and long-term revenues. At a time when customer service has become the difference between success and failure, Hug Your Customers shows how Jack's one-of-a-kind philosophy brings winning results.