Apple Store is not just any ordinary store. It has its own fixed, detailed design, interior and exterior layout, and rules that take into account even the smallest details. What secrets lie behind the seemingly flawless operation of apple stores?
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The experience that customers get from branded products Apple stores, is – or at least should be – pleasant, their experience should be positive. Company Apple but it is, among other things, famous for its extreme secrecy, which also applies to the background of the operation of its stores.
It is not in the interest of the Apple company for the public to know how much it employs.anci Apple stores know about the unannounced Apple products or what trick can be used to get a free iPhone replacement. However, there are a number of former employeesancwho are not so loyal and are happy to share some secrets.
In an interview with Thrillist, Lucas, a veteran who has spent his time in Applu was developed by Lead Genius, Sales Specialist David, and Tony, who held a position called Family Room Specialist. Names have been changed for editorial purposes.
"No" does not exist
"There was no way we were going to tell customers, 'No, we can't help you with this problem,'" reveals Lucas. "Of course, that was a problem in many cases. For example, if a customer had to pay $199 to fix a broken glass on their iPhone, they wouldn't be too happy," he continues, adding that sentences like, "So you're telling me you can't help me, that you won't fix my phone?" should have been answered in the style of: "Yes, we will be very happy to help you. The replacement will cost $199.” The conversation could thus go round and round for quite a long time.
Yes, some products are just useless
"If you owned any of the older MacBook"And your charger lasted all that time, you should be proud of it," says David. "I've had countless people whose cables have peeled off and we've had to tell them it was a defect caused by misuse, even though it was clear that a lot of other people were having the same problem."
"Apple Maps nestbut for nothing then and nestIt's worthless even now. And I also think that Apple Watch they're the dumbest thing ever," Lucas isn't afraid to admit.
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New products are a secret
"We never got any behind-the-scenes information about any upcoming product or new design. I remember when it was going to come out iPhone 5, we received the delivery before its announcement Lightning cables. Even something as simple as cable design was a secret that the company kept hidden from us in boxes of 30-pin cables,” David reveals.
Yes, we saw THAT part of your body
Tony recalls the times when he had to deal with the migration of data from customers' computers: “When importing in iPhoto, every photo was displayed on the screen. So many penises…some things just cannot be unseen.”
“I was working in a very trendy area,” says Lucas. “A famous DJ brought me his iPhone "...he was ruined by vodka. Well, at least he was honest. I exchanged his phone number and he gave me a joint in a very public way as a thank you."
“We also had a customer who was very upset about waiting in line. He started threatening that he had a bomb in his backpack and that if we didn’t help him immediately, he would blow up the entire store. He was escorted by security and asked not to come back. A week later, we learned that someone had made a bomb threat at a local gym. The SWAT team rushed to the scene andchat"He was arrested by the police. Guess who it was?"
No, it's not a cult
“The vast majority of people I worked with claimed to be fans and were pro Apple true passion. Everyone read Steve Jobs' biography as soon as it came out, owned just about every product, enthusiastically devoured all the speculation... but for anyone who worked here for more than two years, that love waned a little over time. You deal with people every day who ask you the same questions over and over, buy the same things over and over again."
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We know everything about you
"It's very easy to tell when someone's lying," says Lucas. “We know what we're talking about, unlike the customers. Don't try to fool us, don't try to fool anyone who knows the products inside out.
Tony recalls a customer who tried to convince him that his equipment had been damaged by a liquid of alien origin. “It was hard to keep a straight face,” admits Tony.
"Another time, a customer brought in a completely destroyed iPhone in a plastic bag. There was absolutely nothing recognizable in it. He told us the phone wasn't working properly, so he just blew it up because he was fed up with it. We didn't replace it for him," says David.
Lucas remembers a customer who tried to convince him that he was iPhone It caught fire in his hand. However, it was later discovered that the customer had managed to drown the phone and then tried to dry it in the microwave.
Free fix? If you know how to…
Apple the products are not among the cheapest and it is quite understandable that even their repairs will be quite expensive. But Lucas revealed that this may not be inevitably necessary: “There are a few cases where these rules could be circumvented. For example, the iPhone 6 had a camera problem that gradually distorted photos. Let's say you have a crack on your phone. If you say you dropped your phone and the screen cracked, you'll have to pay for the repair. But if you primarily complain about said camera problem on a phone with a cracked screen, it will be something else.”
Some employeesancthey are more equal
“When it comes to knowledge or perhaps corporate benefits, the Genius employer is the best,” David reveals. “They are the ones who Genius Baru fix your computer. You reach this stage after many years of working in a retail store. The post is seen as prestigious because you get flown to Cupertino or Austin for several weeks of intensive training. Red Zone Specialist is the name for a sales representative who helps customers with the purchase of a computer, watch, or iPhone. Family Room Specialist is located in the area Genius Barua is in charge of non-computer repairs. Personally, I think they are the ones who have to deal with the hardest work. Their actions are time-limited and they get a lot from customers. A leader is basically a manager who helps customers with service issues.”.
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All day in Apple Store? Only if you don't stink
“Business model Apple it is partly about allowing customers to return to the store as often as possible so that they can learn more and, if possible, buy more. Do weirdos go there too? Write that down. Bunch of fools. People come to Apple Store"They play on the computer as long as they want, and no one ever says a word to them," Lucas says.
"We also had a lot of homeless people coming to us," Tony recalls. "We even had to expel one of them because it smelled bad and paying customers complained."
“I had the same guy coming into my store all the time - about 50 years old - and he was just using the computer there. He wore the same clothes every day. He mostly looked at photos of celebrities - Mila Kunis was probably the one who took him the most. But he looked, for example, at the best-dressed women's rankings, nothing terrible. Still, it was very disturbing to watch him watch these things for hours every day. We never said anything to him because he didn't bother anyone. There is no rule that allows us to ask people to leave the store.”
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So, as you can see for yourself, the work in Apple Storech is really very interesting and in many cases even funny. So I hope you had as much fun reading the previous lines as we did preparing them.
Source: Thrillist
