A master of customer service reveals his secrets for developing long-lasting business relationships and customer loyalty.
"We shower our customers with attention. There's no doubt in my mind that our philosophy can be applied to selling just about anything--from aircraft engines to beanbags." (Jack Mitchell) The only way to stay in business is with customers, and Jack Mitchell knows how to attract them, and how to keep them.
He has a deceptively simple but winning relationship approach to customer service--that a relationship is at the heart of every transaction. Jack's business philosophy is based on "hugs"--personal touches that impress and satisfy the customer, such as:
Remembering the name of your customer's dog Calling a customer to make sure he's satisfied after a purchase Having a "kids' corner" with TV, books, and treats Knowing your customers golf handicap Introducing customers to business contacts Letting your customer use your office to make a personal phone callThis is a proven theory--hugging works! Mitchells/Richards achieves among the highest margins in its industry, as well as amazing customer loyalty. 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 the results you're looking for.
Individuals and companies have been learning what history has demonstrated all along--that people or groups with carefully defined missions have always led and surpassed those who have none. Yet the process of outlining that mission statement has been, up to now, an arduous one that all too few have committed the time, energy, and resources to undertake. In The Path, best-selling author Laurie Beth Jones provides inspiring and practical advice to lead readers through every step of both defining and fulfilling a mission. With more than ten years' experience in assisting groups and individuals, Jones offers clear, step-by-step guidance that can make writing a mission statement take a matter of hours rather than months or years. Rich with humor, exercises, mediations, and case histories, The Path is essential reading for anyone seeking a lighter, clearer way in the world.
Following the example of Jesus, a "CEO" who built a disorganized "staff" of twelve into a thriving enterprise, a handbook for corporate success details a fresh, profound approach to motivating and managing others that translates to any business.
In How to Become CEO, consultant Jeffrey Fox has written an insightful book of traits to develop for aspiring CEOs, or for anyone who wants to get ahead in business. Open this book to any page and find a short, provocative piece of brutally honest advice written in a conversational tone. Each of the seventy-five 'rules' focuses on a specific action that should be taken, a trait that needs to be developed, or things to avoid. The words never and always are used frequently. These are smart, no-nonsense business messages that are meant to be revisited in your rise to the top. This is a book of hard-headed idealism that will empower you to develop leadership qualities: vision, persistence, integrity, and respect for superiors, subordinates, peers, and self. Anyone looking to climb the corporate ladder will be grateful for Fox's direct, pithy advice - the essentials to follow if you want to reach the top.
"It's mind-blowing to me how utterly far gone Steve-O was, and how he looks back on it in this book with such intelligence, humor, and searing honesty. What a truly unbelievable life." --Johnny Knoxville From his early days videotaping crazy skateboard stunts to starring in the Jackass movies, there was little that Stephen "Steve-O" Glover wouldn't do. Whether it was stapling his nutsack to his leg or diving into a pool full of elephant crap, almost nothing was out of bounds. As the stunts got crazier, his life kept pace. He developed a crippling addiction to drugs and alcohol, and an obsession with his own celebrity that proved nearly as dangerous. Only an intervention and a visit to a psychiatric ward saved his life. Today he has been clean and sober for more than three years.
Professional Idiot recounts the lunacy, the debauchery, the stunts, the drug addiction, and the path to recovery with bravado, humor, and heart.
"A great book to read before you get on the roller coaster to hell, if you plan on surviving to tell about it like Steve-O did." --Nikki Sixx, author of The Heroin Diaries "This is the perfect book for people who hate reading." --Tommy Lee, author of Tommyland The feedback I've gotten on Facebook and Twitter from those of you who've read this book has been fascinating, heartwarming, and hilarious. I'm happy to keep answering your questions on there, and I encourage more of you to join in the discussion. Hope to hear from you soon, and thank you all so much.
In 1989, Robert B. Oxnam, the successful China scholar and president of the Asia Society, faced up to what he thought was his biggest personal challenge: alcoholism. But this dependency masked a problem far more serious: Multiple Personality Disorder.
At the peak of his professional career, after having led the Asia Society for nearly a decade, Oxnam was haunted by periodic blackouts and episodic rages. After his family and friends intervened, Oxnam received help from a psychiatrist, Dr. Jeffrey Smith, and entered a rehab center. It wasn't until 1990 during a session with Dr. Smith that the first of Oxnam's eleven alternate personalities--an angry young boy named Tommy--suddenly emerged. With Dr. Smith's help, Oxnam began the exhausting and fascinating process of uncovering his many personalities and the childhood trauma that caused his condition. This is the powerful and moving story of one person's struggle with this terrifying illness. The book includes an epilogue by Dr. Smith in which he describes Robert's case, the treatment, and the nature of multiple personality disorder. Robert's courage in facing his situation and overcoming his painful past makes for a dramatic and inspiring book.
JR Moehringer grew up listening for a voice, the voice of his missing father, a disc jockey who disappeared before JR spoke his first words. As a boy, JR would press his ear to a battered clock radio, straining to hear in that resonant voice the secrets of identity and masculinity. When the voice disappeared, JR found new voices in the bar on the corner. A grand old New York saloon, the bar was a sanctuary for all sorts of men -- cops and poets, actors and lawyers, gamblers and stumblebums. The flamboyant characters along the bar taught JR, tended him, and provided a kind of fatherhood by committee. Torn between his love for his mother and the lure of the bar, JR forged a boyhood somewhere in the middle. When the time came to leave home, the bar became a way station -- from JR's entrance to Yale, where he floundered as a scholarship student; to Lord & Taylor, where he spent a humbling stint peddling housewares; to the New York Times, where he became a faulty cog in a vast machine. The bar offered shelter from failure, from rejection, and eventually from reality, until at last the bar turned JR away. In the rich tradition of bestselling memoirs about self-invention, THE TENDER BAR is by turns riveting, moving, and achingly funny. An evocative portrait of one boy's struggle to become a man, it's also a touching depiction of how some men remain lost boys.
Elyn R. Saks is an esteemed professor, lawyer, and psychiatrist and is the Orrin B. Evans Professor of Law, Psychology, Psychiatry and the Behavioral Sciences at the University of Southern California Law School, yet she has suffered from schizophrenia for most of her life, and still has ongoing major episodes of the illness. THE CENTER CANNOT HOLD is the eloquent, moving story of Elyn's life, from the first time that she heard voices speaking to her as a young teenager, to attempted suicides in college, through learning to live on her own as an adult in an often terrifying world. Saks discusses frankly the paranoia, the inability to tell imaginary fears from real ones, the voices in her head telling her to kill herself (and to harm others); as well the incredibly difficult obstacles she overcame to become a highly respected professional. This beautifully written memoir is destined to become a classic in its genre.
The title is a line from "The Second Coming," a poem by William Butler Yeats, which is alluded to in the book.
Over 5 Million Copies Sold! Imagine a workplace where everyone chooses to bring energy, passion, and a positive attitude to the job every day.
A powerful parable that will help you see your life and work in a new way. It's a rainy day in Seattle, and on the third floor of First Guarantee Financial, people have stopped believing they can make a difference. To new manager Mary Jane Ramirez, the challenge of bringing life back to her unenthusiastic and unmotivated team seems impossible, until she discovers an incredibly successful workplace down the street where the employees are so alive and passionate that people stop just to watch them work! FISH! is the remarkable story of what happens when Mary Jane seeks the help of these unlikely business "experts" and learns their secret: four simple practices that, when applied daily, help anyone to be more energized, effective, and fulfilled. Filled with inspiration and timeless wisdom that will resonate with anyone in any field or career level, it's easy to see why FISH! is one of the most popular business parables of all time. People in organizations around the world use its practical lessons to improve customer service, build trust and teamwork, bolster leadership, and increase employee satisfaction. They also use the lessons to strengthen personal relationships, fulfill lifelong dreams, and realize their ambitions. FISH! will help you discover the amazing power that is already inside you to make a positive difference-wherever you are in life. Based on a bestselling ChartHouse training video which has been adopted by corporations including Southwest Airlines, Sprint, and Nordstrom.
No one in America has done more observing of more people than Dr. Frank I. Luntz. From Bill O'Reilly to Bill Maher, America's leading pundits, prognosticators, and CEOs turn to Luntz to explain the present and to predict the future. With all the upheavals of recent events, the plans and priorities of the American people have undergone a seismic shift. Businesses everywhere are trying to market products and services during this turbulent time, but only one man really understands the needs and desires of the New America. From restaurant booths to voting booths, Luntz has watched and assessed our private habits, our public interests, and our hopes and fears. What are the five things Americans want the most? What do they really want in their daily lives? In their jobs? From their government? For their families? And how does understanding what Americans want allow businesses to thrive? Luntz disassembles the preconceived notions we have about one another and lays all the pieces of the American condition out in front of us, openly and honestly, then puts the pieces back together in a way that reflects the society in which we live. What Americans Really Want...Really is a real, if sometimes scary, discussion of Americans' secret hopes, fears, wants, and needs. The research in this book represents a decade of face-to-face interviews with twenty-five thousand people and telephone polls with one million more, as well as the exclusive, first-ever "What Americans Really Want" survey. What Luntz offers is a glimpse into the American psyche, along with analysis that will rock assumptions and right business judgment. He proves that success in virtually any profession demands that we either understand what Americans really want, or suffer the consequences. Praise for Frank Luntz: "When Frank Luntz invites you to talk to his focus group, you talk to his focus group." --President Barack Obama, spoken on June 28, 2007, to a PBS-sponsored focus group following the Democratic presidential debate at Howard University "Frank Luntz understands the American people better than anyone I know." --Newt Gingrich, former Speaker of the House "The Nostradamus of pollsters." --Sir David Frost "America's top companies listen to Frank Luntz because he understands what customers want and what employees think. He has a keen sense of the American psyche and an outstanding command of language that empowers and persuades." --Thomas J. Donohue, President & CEO, U.S. Chamber of Commerce
For any woman who has ever bought a self-help book and wondered why she bothered. (P.S. Now that I know he's just not that into me, where do I go from there? Yeah, thanks for that advice.) Jennifer Love Hewitt is a self-proclaimed "love-aholic" and hopeless romantic (her middle name is Love, after all!). She has been lucky and unlucky in love, and lived to tell--and she's done it all in the spotlight. Much has been written about her love life--some true, most made up to sell magazines. Now Hewitt shares the real story of what she's learned navigating the dangerous dating waters. In The Day I Shot Cupid, Hewitt offers her hard-won wisdom and tells us how to embrace love with both feet on the ground. First, we have to shoot Cupid. We have to believe that happily-ever-after is hard work--it's not all flowers and symphonies and floating hearts. Wise and wry and refreshingly honest, Hewitt talks about how to pick the right guy and how to know when to let the wrong ones go free, and she offers some surprising truths about the opposite sex. From twenty things to do after a breakup, to ten things to do before a date, to the perils of text flirting (Note: You are waiting. By the phone. For his response.), Hewitt uses stories and dating secrets to illustrate the idiotic, romantic, crazy, depressing, hilarious, awkward, glorious moments we all experience in relationships. Funny, quirky, and empowering, The Day I Shot Cupid deserves a place on every woman's nightstand, bookshelf, or coffee table, or tucked inside her oversized designer handbag.
Michael J. Fox abandoned high school to pursue an acting career, but went on to receive honorary degrees from several universities and garner the highest accolades for his acting, as well as for his writing. In his new book, he inspires and motivates graduates to recognize opportunities, maximize their abilities, and roll with the punches--all with his trademark optimism, warmth, and humor. In A Funny Thing Happened on the Way to the Future, Michael draws on his own life experiences to make a case that real learning happens when "life goes skidding sideways." He writes of coming to Los Angeles from Canada at age eighteen and attempting to make his way as an actor. Fox offers up a comically skewed take on how, in his own way, he fulfilled the requirements of a college syllabus. He learned Economics as a starving artist; an unexpected turn as a neophyte activist schooled him in Political Science; and his approach to Comparative Literature involved stacking books up against their movie versions. Replete with personal stories and hilarious anecdotes, Michael J. Fox's new book is the perfect gift for graduates.
The popular film and television actor evaluates the personal philosophy that has enabled his positive outlook in spite of his battle with degenerative Parkinson's disease, and discusses how he has become a happier person by recognizing the gifts of everyday life.
Anyone can make a short film, right? Just grab some friends and your handheld and you can do it in a weekend or two before being accepted to a slew of film festivals, right? Wrong. Roberta Munroe screened short film submissions at Sundance for five years, and is an award-winning short filmmaker in her own right. So she knows a thing or two about how not to make a short film. From the first draft of your script to casting, production, editing, and distribution, this is your one-stop primer for breaking into the business. Featuring interviews with many of today's most talented writers, producers, and directors, as well as revealing stories (e.g., what to do when the skinhead crack addict next door begins screaming obscenities as soon as you call "action") from the sets of her own short films, Roberta walks you through the minefield of mistakes that an aspiring filmmaker can make--so that you don't have to make them yourself.
From the New York Times bestselling author and top pollster Dr. Frank Luntz comes an unprecedented examination of communication excellence and how top performers win in all areas of human endeavor by utilizing superb communication skills. From Mike Bloomberg and Arnold Schwarzenegger to business icons Rupert Murdoch, Steve Wynn, and Fred Smith; to the CEOs of MGM Resorts, J. Crew, and Gibson Guitar; to legendary sports superstars like Larry Bird, Jimmy Connors, and Mike Richter; to media legends Roger Ailes, Don Imus, and dozens more, Luntz tells their stories--in their own words--and demonstrates how their style of operation and communication is absolutely essential to their success. Luntz makes it clear that following the rules of effective communication is indispensable in any successful human endeavor.
Dr. Luntz offers more than seventy new "words that work" for private one-on-one meetings with your boss, for public presentations to hundreds of colleagues, or for television appearances that reach millions. There are more than three dozen specific lessons and recommendations--and each one directly illustrates the nine essential action-oriented principles of winning at every level: People-Centered, Paradigm-Breaking, Prioritizing, Perfection, Partnerships, Passion, Persuasion, Persistence, and Principled Actions.
Do you have what it takes Win is an unprecedented examination of the art, science, and language of winning, and a must-have for people who want to understand and emulate the winners of today.
THE DEFINITION OF WINNING The ability to grasp the human dimension of every situation The ability to know what questions to ask and when to ask them The ability to see the challenge, and the solution, from every angle The ability to communicate their vision passionately and persuasively The ability to connect with others and create an enduring chemistry and 10 other universal attributes of winners.
The 'o-FISH!-al' follow-up to the phenomenal bestselling Fish! and Fish! Tales, Fish! Sticks is a stand-alone business parable that shows you how to come up with a vision for your business and how to keep it alive, vital, and renewed through tough times, such as turnover in management and staff or a troubled economy. Using the example of a hugely successful, fictional sushi restaurant as a model for a vision of continual renewal, Fish! Sticks employs the same kind of easy-to-read story that was used in Fish! to illustrate its three major principals of continued success: Commit, Be It, and Coach It. When Stephanie, a new manager, takes over from a wildly popular and now promoted boss, she is faced with the problem of how to keep spirits up in a corporate unit that has, frankly, started to get bored and cranky and revert to its old ways. But then she visits the amazing Taka Sushi (formerly Taka Teriyaki), with its lines of customers cheerfully waiting for hours to get in. Soon, she realizes that the way to keep her employees motivated and her customers delighted can be learned from a bunch of waiters who teach one another everything they need to know. And when she finds out just how the owner of Taka knew to switch her main bill of fare from teriyaki to sushi long before anyone else, what she really discovers is the secret of keeping your work fresh.
A funny, highly personal, gorgeously written account of what it's like to be a 30-year-old man who is told he has an 80-year-old's disease. "Life is great. Sometimes, though, you just have to put up with a little more crap." --Michael J. Fox In September 1998, Michael J. Fox stunned the world by announcing he had been diagnosed with Parkinson's disease--a degenerative neurological condition. In fact, he had been secretly fighting it for seven years. The worldwide response was staggering. Fortunately, he had accepted the diagnosis and by the time the public started grieving for him, he had stopped grieving for himself. Now, with the same passion, humor, and energy that Fox has invested in his dozens of performances over the last 18 years, he tells the story of his life, his career, and his campaign to find a cure for Parkinson's. Combining his trademark ironic sensibility and keen sense of the absurd, he recounts his life--from his childhood in a small town in western Canada to his meteoric rise in film and television which made him a worldwide celebrity. Most importantly however, he writes of the last 10 years, during which--with the unswerving support of his wife, family, and friends--he has dealt with his illness. He talks about what Parkinson's has given him: the chance to appreciate a wonderful life and career, and the opportunity to help search for a cure and spread public awareness of the disease. He is a very lucky man, indeed. The Michael J. Fox Foundation Michael J. Fox is donating the profits from his book to the Michael J. Fox Foundation for Parkinson's Research, which is dedicated to fast-forwarding the cure for Parkinson's disease. The Foundation will move aggressively to identify the most promising research and raise the funds to assure that a cure is found for the millions of people living with this disorder. The Foundation's web site, MichaelJFox.org, carries the latest pertinent information about Parkinson's disease, including: A detailed description of Parkinson's disease How you can help find the cure Public Services Announcements that are aired on network and cable television stations across the country to increase awareness Upcoming related Parkinson's disease events and meetings Updates on recent research and developments