A hug can, of course, be a bear hug, but metaphorically it is “any positive act, gesture, or deed that personalises a relationship and creates a ‘Wow, these people care about me’ feeling,” explains Mitchell.

Hugging, he declares, is an extraordinarily powerful mind-set. “You can deliver great service only if you treat your associates right. You don’t give extraordinary customer service in a vacuum – great people give great, personalised service.”

Motivating the workforce is a huge global challenge, cautions the book. The serious disconnect in businesses is ‘human,’ and you can see it in the vacant looks almost everywhere, telling you “they’re physically present but mentally elsewhere, because they’re not engaged.” Mitchell is aghast that among people of all ages and seniority and in every industry he met, “very few say that they can be themselves, their real selves, at work. Most say they’re always on guard, looking over their shoulders.”

He, therefore, calls on businesses to have a culture that allows people to be who they are. “Companies need to recognise and build on the unique talents and strengths.”

Generally bosses are complacent that periodic employee recognition programmes are firmly in place. No, that’s not enough, urges Mitchell. “What really matters to people is not the occasional plaque with their names embossed in gold that gets hung on their walls. It’s how they are treated every day. It’s the little things, the little hugs. The appreciation and attention that don’t cost a dime.”

Here is an example: “If you’re going to send the credit manager flowers as an expression of thanks, it’s important to find out whether she likes petunias, black-eyed Susans, or lilies – don’t just have the florist send a ‘nice bouquet.’ And before you place the order, make sure she isn’t allergic to pollen.”

A book you’d love to keep hugging, after reading!

D. Murali

http://BookPeek.blogspot.com

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