iPhone G4 Ridiculous Customer Service.
Last week I weathered the huge mall crowd in North Atlanta to be an early adopter of the new iPhone G4. I’ve been an Apple customer for the last eight years, yet vowed never to participate in camping out for a new product release. The “iPhone Groupie” insanity is not worth it to me, but when it comes to male bonding with my son, I made an exception to my previous proclamation. What really stood out to me amongst the hundreds of people outside the store was the cathartic calm of the Apple staff inside. Excitement? Yes– lots of positive energy all around– but stress? No! I was expecting consumer pandemonium and curt customer service. During my five hour Apple “wait date,” I found quite the opposite: the environment was calm and FULLY engaged (as usual), and was not the least bit fazed by the rock star like crowd outside.
Even a Mr. Business-Coach-Guy like me was blown away by Apple’s customer service. I was expecting a caffeinated sales rep, quick sale and brief activation, I got a professional named Chayce, who was nothing of the sort. Chayce, was escorted and introduced to me personally by Mike, Mr. Doorman-Gatekeeper-Bouncer-Apple guy. This is crazy good client development. I would have been okay with a Starbucks-like approach. You know, a person yelling over the counter asking, “what can I get started for you?!!” After Mike introduced me to Chayce, he told me a 30 second story about his co-worker. “Chayce was one of the first customers to buy an iPad from our store,” he said. “And Chayce was so impressed with the culture, that he applied for a job the next week and was hired within five days.” Are you kidding me? I am one of about 1,000 plus people you will interact with today, and you’re taking this kind of time and personal attention with me? Do you think I was becoming more, or less prepared to “get my phone and get out?” When Chayce asked me a few minutes later if I wanted the 2 year apple care warranty, I was quick to say yes, car charger, yes, phone case, yes! Then he showed me ways I could reduce my AT&T bill. Wait a minute. What? This guy cares more about me than I do and I like that! I was actually disappointed that it was time to seal the deal, swipe the credit card and be sent to the next guy to activate my new toy. But in keeping with a positive experience thus far, I met Adam. Adam, by the way, kindly activated my phone and spent about 20 minutes with me making sure I was completely satisfied with my new purchase. Just adding to the brand loyalty!
By the way, these guys had been working since at least 6am; many of them were on their 11th hour at this point! Mike, the Mr. Doorman-Gatekeeper-Bouncer-Apple guy, said he started work at 3:30am for store prep and set-up. At 7:30pm these people were still going strong. You don’t get this out of team members by bullhorn dictatorship– rather through weeks and months of developing people, caring for them and about them, and communicating a compelling vision with products and services that are complimentary.
Hold on, you gotta get this! The next day, I went back to the store to meet with a Mr. Genius-Bar-Guru guy to sync up my lap top calendar. The first guy I see is Chayce! “Wow, Chayce” I said, “do you remember me?” Of course he does, and gives me a big smile. I then paused, looked at him and the other two team members standing to his left and to his right. I tilted my head, eyes wide open and asked, “How do you guys look so fresh after yesterday?” I’ll never forget the looks on all their faces– words were not necessary. Their expressions said it all, as if to say, “That’s just how we roll.” It was just another day in the big leagues; players who love their sport and are treated with respect never grow weary. Boys will be boys and girls will be girls when nature has its way!
Witnessing the iPhone G4 launch was worth the time invested. But experiencing it first hand, priceless!
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{ 5 comments… read them below or add one }
Andy…great story! I am a customer service junkie…I guess all my years in retail make me extra sensitive to it. Anyhow…I would love to connect you with a friend of ours who is currently on his honeymoon but who is one of the managers at the NP Apple store. I know he would love to hear the positive feedback that you have to share. Enjoy your new phone…I am hoping Verizon partners with Apple so we can join the I Phone Club.
See you all soon!
jan
Speaking of customer service, have you ever been to a Nordstrom’s Department store out west (L.A. or Seattle)? Atlanta Nordstrom is like 1/2 the quality of out there – it’s amazing out west. And how about Zappos? We have been doing some research on them for one of our clients and they offer to pay their newly trained employee’s $2k to quit, no questions asked…wow! One customer received flowers when after they told the CS rep they were having a bad day due to their grandmother recent death. From one CS junkie to another. Love to have the Managers name or email I’ll get this to him. Cheers.
Awesome story.
I like when people love their jobs. makes me want to come back easily
cheers!
E.
Andy-
Ah bro, you are singing my song! Love ya and everything you write! Because you live out your values, it’s easy to believe you, and what a servant leader is all about.
Thanks for the encouragement my friend.