The first four of the 20 questions
in the 'Hugging Achievement Test'
in the book to get you started on
rating your business on the hugging scale

1. Make a list of at least a dozen ways you feel you 'hug your customers' and exceed their expectations.
   
   
2. What are at least three things you do each week for each person who works for you to make them feel special.
   
   
3. Make a list of your top 100 customers (in business to business this might be your top 20) without looking them up. Mark against this when you last talked with them or gave them a hug.
   
   
4. Who else in your organisation knows these customers? Is it only the sales staff?  What about admin/accounts? What about manufacturing and despatch?