life lessons in the apple store

After months and months of dealing with my iPhone’s broken lock button, I finally made the time this weekend to take it into the Apple store and get it checked out.

It was a simple issue, and the whole Genius appointment (including wait time, diagnosis, setting up the loaner phone, and putting in the repair paperwork) took less than an hour. That’s insanely good for such a habitually packed store. I’ve had wait times nearly as long at Apple stores before. 

As the Genius was wrapping up the appointment, he looked up from his computer and said, “Thank you. You’ve been so pleasant and cheerful, especially with the wait, and just…thank you.” The look on his face was absolute and total relief, so much so that I felt like I would start crying.

It was clearly evident that this technician had been through a rough morning and most likely a rough few days before, too. He probably dealt with more than his fair share of angry, belligerent customers in his face about issues he was doing his best to solve, maybe so many that the nice customers began to seem like mirages. 

I heard no fewer than three angry couples in the store while I was waiting for my appointment (which, by the way, was 10 minutes tops), and I could see the strain on the employees’ faces as they worked to handle those situations with tact and poise. 

It breaks my heart to see situations like these, to see that much relief on an employee’s face when he finally comes across a pleasant customer. That shouldn’t be such an unusual circumstance. That’s the customer we all should be, isn’t it?

I don’t say this to toot my own horn; I say this because I didn’t feel I was doing anything out of the ordinary, and yet it came across to the technician as extraordinary.  I had an issue, he helped explain the situation and solve it, I said thank you with a smile, and somehow that’s not the norm? Something is wrong there.

Please be nice to your salespeople. They are doing a job that requires a lot of patience and mental stamina, dealing with all sorts of people. If they didn’t do their jobs, you wouldn’t have access to a lot of things you look forward to and/or depend on. You know what it’s like to have hard days, so please don’t be a contributing factor to someone else’s. Actively seek to make someone’s day brighter, and you most likely will.




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