'For three generations we've been hugging customers, and they've been hugging us back. It's natural to treat people well and surprise them with positive acts, because that's how everyone loves to be treated. So try it. Read the book, then give somebody a hug. Give them a smile, ask them how their kids are. Pick up the phone and call your best customer. Just see if it works. I'll bet a nickel that it does' Jack Mitchell