Feb 12, 2009
I am sitting in the Apple Store at The Eaton Centre in downtown Toronto. I am so excited about the vibe… I want to buy three more Macs. Here’s why Mac is SO successful, they take customer service to a completely new level. There are more then a dozen Apple reps walking the floor, but not so much to sell, but to help. I do mean help.
Yesterday we came in to just make some inquiries about Mobile Me and ended up having a 30 minute chat with Scott “our” guy. He spent so much time with us. Answered every question, calmly. Then Angela mentioned that she was having some issues with her iPhone. Next thing you know Scott had made us an appointment to get her phone looked at. No charge, no hassle.
All the staff wear t-shirts that say different cool sayings like, “I could talk about this stuff for hours.” or “Not all heroes wear capes.”, there are other fun cool sayings. I am sitting across from a man who is about… 60. A young man from Apple, wearing a shirt that says, “No pain, all gain.” is spending tons of time with him, no frustration, no time constraints. It’s not like when you go into a Future Shop or Best Buy and everything is password protected and they hover over you like you’re a thief. It’s friendly, it’s… cool. That’s the what a leader is… different then the mass, friendly, helpful and a hero.
Oh, I just had to add this. Angela just met with Matt our “Apple Genius”, explained her challenge and then Matt said… “Ok, let’s get you a new phone.”.
Done, no other questions. Awesome.
Posted by Stu Saunders in Leadership on Feb 12, 2009 at 9:05 am | Permanent Link | Comments (4)
Comment posted on Feb 12, 2009 at 9:34 am by Angela (YLCC Member)
I have got a new phone
I love this place
I want Mac everything
When do they start selling kitchens, or bathrooms?????????
Comment posted on Feb 12, 2009 at 10:01 am by Hillary Newkirk (YLCC Member)
Maybe they should make an airline company, I’m sure it would be great
Hillary
Comment posted on Feb 12, 2009 at 7:02 pm by Pamlamb (YLCC Member)
Customer service is definately a key thing! I find that customer service makes or breaks people’s day, and good job for Apple for keeping up with their great reputation, all companies and leaders could take a great lesson from Apple!
Comment posted on Feb 14, 2009 at 5:55 pm by ElizabethB (YLCC Member)
makes me want a MAC lol Pam is right, i think customer service defintely affects people’s day. A mean demeanor makes you feel bad for asking a question which really is why they are there in the first place…to serve. I don’t want to feel like i’m a burden when i am giving them my business.
next time you’re in the toronto area stu let me know, i’d love to visit more than once a year!