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.