I paid a visit to a local Apple Store last week. It was the first time I had been to an Apple Store. The whole experienced knocked me off my feet.
When I went inside, there was someone there to greet me. I just said hello and went over to look at the MacBook Pros. (I’d been dreaming of buying one for quite some time.) I had looked at ordering one online, but then decided I wasn’t sure what size I wanted. That is what prompted my visit. I decided that a visual comparison was in order.
I immediately noticed that the store was packed. Not only with customers, but employees. There was about a 1:1 ratio of employees to customers. You certainly don’t see that in any other retail store. Everything in the store looked bright and shiny. There were rows and rows of Apple products ready for you to put your fingers on–literally.
After doing a little browsing I walked up to the genius bar and asked for someone to assist me. Within less than a minute, I had someone by my side. I don’t know how they select who is going to help you, but it was a perfect match. I know Apple sometimes has special events at their store, so I asked if there was a special event going on or if the store was always like that. I was told that this was business as usual. Wow!
The person that helped me was friendly, patient, and answered all of my questions. He never acted like he was in a hurry or that I was a bother. If I asked a question he didn’t know the answer to, he quickly got the answer from another employee. What really astonished me was that he never, and I mean never, asked me if I wanted to buy something–not even a hint or insinuation.
Finally, I did decide to buy the computer I’ve been dreaming of! I figured I could either take one home right then, or I could go home and order one and wait. He pulled out his handheld device that looked like a phone, and I purchased it right there on the spot. There was no problem with the educator discount. All I had to do was show my homeschool membership card, and it was accepted. As soon as we started the transaction, another employee brought the computer out to us. Once we were finished with the purchase, he asked me if I would like help setting the computer up. I didn’t see any reason to say no, so we took it out of the box right there and went through the setup process. It took about 15 minutes.
Apple has certainly figured out what customer service is all about. With their quality products and excellent customer service it is not a surprise that Apple is doing such a bustling business.