This is the second part of a multi-part series of lessons learned from Inc. Magazine’s GrowCo conference. These lessons have been translated and applied to the interior design industry for relevance.

Jack Mitchell

Jack Mitchell–listed by Inc. Magazine as one of the 26 most fascinating entrepreneurs in 2005, author of multiple books including Hug Your Customers, and former CEO of family-run clothing stores Mitchells and Richards—argues that we need to relate to our clients and to personalize EVERY encounter. While many argue that clients should be kept at an arm’s length and should be viewed as business associates solely, I disagree and subscribe to Mitchell’s way of business.

1. People do business with people they like. Be likable.
2. Clients are not transactions, they are people. Build relationships.
3. Give people great, personalized service. Your first priority should not be the products, it should be the service and the experience.

I am not a big hugger—literally. However, I do believe that the metaphorical hug is of utmost importance to running a successful business. You must also ensure that you empower your team to “hug” your clients. Hire a great team and treat them like you want them to treat your clients; your clients will feel good about doing business with you and will come back for every project. They will refer you. It seems simple but chances are your competition is not doing a good job. All the more reason to lead the bandwagon.

To see Jack Mitchell on The Today Show, take a look at this video:

Author: Alexandra Gibson

Alexandra is the CEO of Gibson Design Management and Managing Partner of interior design firm, Gibson Design Group. When she's not busy trying to build an empire, you can find Alexandra riding a horse, giving back to the community, playing with her Scottie, McCord, or drinking a martini (preferably not all four at once).

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Tags: Client Experience, client service, GrowCo conference, Hug Your Customers, Human Resources, Inc. Magazine, Jack Mitchell, Mitchells, Richards, Setting Client Expectations