Once or twice a week I go to the Barnes and Noble down the street to write and check out customer service books to review. Today I came across this book called Hug Your Customers : The Proven Way to Personalize Sales and Achieve Astounding Results 
The reason I picked up this particular book today was because it reminded me of someone I used to work with at Nordstrom. She was the top seller in the kids shoe department and I often wondered how she could do so much even on extremely slow days. What I observed is that she hugs her customers - literally! After the end of the sale she'll ask the customer for a hug and there it is - a bond that is created and a relationship that will last as long as the kids need shoes...all because she hugged the customer.
In the book Jack Mitchell says that what sets his company apart from the rest is that they, too, hug their customers, metaphorically speaking. However,some of his employees do actually hug their customers. What Jack says here resonates with me:
"Hugging, in my mind, implies passion, and without passion and commmitment, customer service can never be extraordinary. People have said to me, "Jack, you are obsessed with extraordinary customer service!"
If there's anything in this world that a business person should be obsessed with, it's providing extraordinary customer service.
Have you hugged your customer today? What are you doing to hug your customers?
Those two questions really had me thinking about what I could do in my art and jewelry businesses to provide that extraordinary service. What I have been doing is remembering all the people who buy from me, even those who don't want to join my mailing list. The other week I was at the local swap meet (similar to a flea market) selling my jewelry and a girl with her grandma walked up to my table to take a look. At first I didn't recognize them, but they mentioned that they probably had bought from me in the past. Then it hit me - they had purchased a bracelet and earrings during the holidays.
"Oh, yes, I remember you! You purchased the Russian Amazonite bracelet and earrings to give to someone as a gift!" I exclaimed.
"Wow, you remember that! You have a great memory!" They were very impressed :)
I ended up giving them a great deal on a necklace and they walked away with smiles on their faces...
Big hug, eh?
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