Hug Your People – INCLUDE

The five I’s create a sense of ownership among your staff.

1. Invite – Invite someone to be part of the process.
2. Input – Ask for advice, suggestions, opinions on strategies. “I need your help?” , “What do you think?”
3. Include – Lead, don’t supervise. Allow people to service clients in their own unique way. Ask people what they want included in the team meeting.
4. Involve – Communicate fully, honestly and effectively.
5. Invest – Train, coach, mentor and develop your people.


Hug Your People – PRIDE

People need to feel proud to work for the company. Pride is an incredibly powerful force to encourage loyalty but it has to be fed.

A big part of this is making it clear that everyone’s job counts.

4 Essentials

  1. An inspiring corporate mission statement.
  2. A clean and attractive work environment.
  3. Up-to-date, user friendly technology.
  4. Education opportunities.
Also when good things happen, tell everybody!

Have lots of celebrations for example: employee anniversary parties, someone getting married, birthdays etc. Always try and get everyone clapping when you have celebrations, standing clapping is even better.

Hug Your People – TRUST

Have expectations and standards NOT rules and regulations. Too many rules make people feel untrusted.

Key Expectations

  1. Be positive, passionate, and personal.
  2. Work and play hard.
  3. Understand the power of the team. That means exhibiting mutual respect and trust.
  4. Dress appropriately.
  5. No surprises.
  6. Always, always be open and tell the truth!
  7. “Hug” one another and “hug” the customers.
We want people to live up to their highest potential.
The flip side of freedom is responsibility.
Be transparent – Share the stat’s with everyone.
People want clarity and honest discussions of their performance and prospects. Many people prefer quarterly performance reviews for this reason.

Hug Your People – NICE – Building a Niceness Culture

You have to cultivate niceness in your employees through planned, proactive actions until you create an environment where everyone is genuinely and consistently respectful towards each other.

1. There’s a “pleaser” mentality.

When there is a pleaser mentality people want to do nice things for one another just to be nice. Everyone is consistently polite and exhibits excellent manners that are used to please those around them. You will here the phrases “excuse me”, “please”, and “Can I help” often.

2. Relationships are personalized.

People engage each other as real people rather than just as job responsibilities and feel real empathy for each other. Feeling empathy results in:

  • Caring
  • Compassion
  • Cooperation
  • Consistency

Personalizing relationships requires figuring out whats important to everyone and how they feel and then thinking of ways to communicate that you care. You need to know your people. What makes them feel appreciated? Are they married? names and ages of children, pets, favorite vacation spots, hobbies, preferred drink, personal and professional goals, learning and enjoyment goals etc.

Personalize the relationship by taking a personal interest. During face to face encounters the first minute and last minute should be personal.

3. There is humility.

In an environment were humility is present people don’t pretend they know it all and everyone works together to help each other succeed. When there is humility everyone is encouraged to feel as equal as possible.

It is a function of leadership to manage the niceness culture. If someone is crossing the line and being nasty/ugly its time to quietly and privately talk to them about it. If someone is a great person they can usually acquire great skills through education but its rare that someone can transform from a nasty person to a nice person.

Hug Your People

In Hug Your People Jack Mitchell states “You cannot possibly deliver great service if you don’t treat your own associates right.” And then he sets out how you as a leader can go about doing this by building a niceness culture.
Some simple but sometimes neglected or forgotten things he mentions are:
  • Everyone wants to be appreciated!
  • People are our most important asset.
  • SMILE at your people often!
  • Treat your people like family.
He then gives us his 5 principles to have happy people:
  • NICE
Be NICE to them, TRUST them, instill PRIDE in them, INCLUDE them and generously RECOGNIZE them.

Hug Your People: The Proven Way to Hire, Inspire, and Recognize Your Employees and Achieve Remarkable Results