Jack Mitchell Mitchells/Richards
because his family business makes an art of customer service
Jack Mitchell starts his morning at 5 o’clock with a cup of coffee and the previous day’s sales report. The clothing retailer lives for data. His company’s custom-made software tracks what customers buy, as well as their golf handicaps, where they work, and whether they root for the Yankees or the Red Sox. “The technology,” he says, “has helped us grow the business by getting closer to the customer.”
Providing stitch-perfect service is exactly what Mitchell’s dad, Ed, had in mind when he founded the business with his wife, Norma, back in 1958. He died last year, at 98, having passed ownership to his sons, Jack and Bill, in the early 1970s. They have since begun distributing stock to their seven children. Despite the changing of the guard — and the fact that annual sales have grown to $65 million — the company’s reputation for superior service remains unblemished.
This hasn’t happened by luck. CEO Jack and vice chairman Bill decided that their offspring could not join the company until they’d worked outside for five years. To be sure everyone stays on message, the family meets once a week. As for Jack, 66, he’s preaching the Mitchells/Richards gospel to others via his book, Hug Your Customers (Hyperion, 2003) — and darting around the stores, taking care of customers.
Donna Fenn
-
Martha Stewart, Martha Stewart Omnimedia
because she took one for the team
-
Richard Branson, Virgin Group
because he’s game for anything. In fact, everything.
-
Michael Dell, Dell Computer
for being brilliantly straightforward
-
Jim Sinegal, Costco
because who knew a big-box chain could have a generous soul?
-
Diane von Furstenberg, Diane von Furstenberg Studio
for staging an elegant comeback
-
Julie Azuma, Different Roads to Learning
for offering hope and help to the parents of autistic children
-
Fritz Maytag, Anchor Brewing
for setting limits
-
Ray Kurzweil, Kurzweil Technologies and other companies
because he is Edison’s rightful heir
-
Craig Newmark, Craigslist
for putting the free in free markets
-
Jack Mitchell, Mitchells/Richards
because his family business makes an art of customer service
-
Frank Robinson, Robinson Helicopter
for whipping an entire industry into shape
-
Mark Melton, Melton Franchise Systems
for giving immigrants their shot at the American Dream
-
Michelle Cardinal & Tim O’Leary, Cmedia and Respond2
for rewriting the rules for husband-and-wife teams
-
Mike Lazaridis, Research in Motion
because someone had to stand up for all those frustrated engineers
-
Trip Hawkins, Electronics Arts and Digital Chocolate
for still scrapping
-
Warren Brown, Cake Love and Love Cafe
because only in America will someone quit a secure job as a lawyer to start a bakery
-
Muriel Siebert, Muriel Siebert & Co.
for being a notable first with a worthy second act
-
Chuck Porter, Crispin, Porter + Bogusky
for verging on reckless
-
Katrina Markoff, Vosges Haut
for setting a completely unreasonable goal for her business
-
Barry Steinberg & Craig Sumerel, Direct Tire and Auto Service
for showing the power of the peer group
-
Victoria Parham, Virtual Support Services
for serving as a mentor to military spouses
-
Tom LaTour, Kimpton Hotels and Restaurants
for staying at fleabag hotels so that we don’t have to
-
Mitchell Gold & Bob Williams, Mitchell Gold
for creating a true comfort zone
-
Izzy & Coco Tihanyi, Surf Diva
for kicking sand in the face of conventional wisdom
-
Tony Lee, Ring Masters
for saving 16 jobs, including his own
-
Rueben Martinez, Libreria Martinez Books and Art Galleries
for simultaneously building a business and nurturing Latino culture
