Tag Archives: Donna Fenn

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