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60 Seconds Focusing on Value:

"The Importance of Hugging"

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Jack Mitchell and family run the most successful, independent retail stores. In Hug Your Customer Mitchell describes calling customers to make sure they're satisfied. All stores have a kid's corner with books and snacks. Free coffee, M&M's and bagels are standard. Mitchell says: "Isn't that what you do when friends come to your home?" The philosophy doesn't differ with sales associates described in Hug Your Customer. Happy employees make for happy customers. Hugging permeates this company. On planet earth are six and a half billion people speaking seven thousand languages; a hug is a universal language.