Yep, I became an iPhone owner. It was mostly by default, as I was planning to stay with my current service and just get a Blackberry. But the model I wanted was out, and the folks in the various stores I visited pretty much ignored me. The one guy who did ask me if I needed help simply answered “no, we are out” to my question about the phone I wanted.
What? I thought sales folks had to be good at the reference/sales interview. The answer to the question is simple, but perhaps there’s more behind it. Perhaps there’s some other issue that can be addressed - would you be interested in this similar model? (give features) Perhaps this other brand? No, we don’t have that database but could you tell me more about what you’re looking for? Maybe I can help you find it elsewhere. The truth is, I probably would have gotten a different model (but not say, a Palm). But everyone seemed so put upon.
Over in the iPhone line (which I got into despite no lines over at the AT&T store, might as well have the full experience, right?), they had a security guard at the front of the line. He seemed to be there to make sure that people didn’t get into the line if what they wanted was an iPod - certainly there was no rioting in the line itself. They also had a young lady going around with a clipboard, making sure that each person in the line knew that they were indeed in the the iPhone line and what was in stock.
Once inside, a perky “specialist” would ask a series of questions before even going out to fetch the phone. Mine waited patiently while I was on the phone with my phone service, trying to get the PIN to my account. He didn’t sigh or roll his eyes. He did surf the web while I was on hold, but beckoned me over to him and made small talk. The guy in the line ahead of me was with his “specialist” nearby, reading the paper while she apologized for whatever issue was holding up the process and thanked him for being patient. Other specialists were milling around with handheld devices, taking CC payments for customers as they completed their shopping. No lines! Browse until you buy!
Based on my experiences at my Apple store, I have to give them an A+ for customer service, and that goes a really long way in my book.
Tags: Apple, customer service, iPhone
