What Really Goes On at Apple Stores
Employees are Not Allowed to Tell You “No”
"Under no circumstances could we tell a customer directly, 'No, I cannot help with this issue.' This was a tricky one in certain situations. For example, if a customer had to pay $199 to replace their broken iPhone screen, they’d get very upset. If they say something like 'So you’re telling me you can't help me with this, you can't fix my phone?!' we were trained to reply with 'Yes, I absolutely can help you and I'd love to. The replacement is $199.' This could loop around in circles for quite awhile."
Bomb Threats Happen
"We also had a customer who was very angry with a long wait when we were backed up. He threatened that he had a bomb in his backpack and was going to blow up the store if we didn't help him. He was escorted out by our security and asked not to come back. A week later, a news story broke that there was a bomb threat at a local LA Fitness. A swat team in bomb suits went in. The man was arrested by police. When the mug shot was released: guess who?”
People Have Unreasonable Requests
“One time we had a guy bring in a completely destroyed iPhone in a plastic bag. I mean this thing was 100% unrecognizable. He told us it wasn’t working right, so he took it out behind his house and shot it with a rifle because he was so fed up with the thing. We did not replace it.”
They Don't Bother Most People Who Stop In Every Day
“My store always had the exact same guy -- probably late ‘50s I’d say -- come in every single day the entire time I worked there and just hang out to use the computer. He always wore the same outfit. Mostly, he would just look at pictures of female celebrities online -- he had a real thing for Mila Kunis... He’d be looking at things like best-dressed lists and magazine shoots they’d done -- nothing raunchy. But it was still always super uncomfortable since he’d be at it for hours, looking at this stuff. We never really said anything, since he kept to himself and didn’t bother other customers or staff. There’s not really a policy on asking people to leave.”
Always First Go to the “person on point”
“It’s better to look at an Apple Store more like a car dealership, due to the fact that it has a retail section where you can buy technology, but it also has a very large service department, which is what the Genius Bar really is.”
Regardless of whether you need help buying or fixing a computer, start with the “person on point”—especially because if you try getting assistance from another staffer, they’re just going to lead you back to one of these workers anyway. The person (or people) on point are typically positioned by the doors, have an iPad in their hands, and have their heads up as they look around for customers to help. It’s their job to direct you to the best person on the floor for your particular need.
If You're Being Mean, They'll Drag Their Feet
“Be humble, be understanding, and don't be entitled,” advises one Apple Store employee via Reddit. Indeed, Apple Store workers can choose to be your best friend or your worst enemy, depending on your attitude.
“If you act like a huge jerk people will go out of their way to put as many roadblocks as possible in the way,” says Bruce, who left his job as a specialist at an Indiana Apple Store last year. He says if you get huffy with an employee, you’re asking to play the waiting game. “They’ll walk into the back to ‘see what they can do,’ but really they’ll just sit back there and make you wait.”
On the flip side, Bruce says, if you’re exceedingly nice, employees will go out of their way to help you. “I had woman come in once and her laptop had died and it had a slideshow of pictures of her mother who had just passed,” he says. “She was putting together a slideshow for the funeral and she came in at 8:30 and store closed at 9. I stayed until 10:30 helping her, making a slideshow, putting it on a DVD, and sending her off with it.”
They See Lots of Naked Pictures
As a general rule, if you don’t want anyone to see it, don’t put it on your computer. “Sometimes you have to transfer people’s photos and all the pictures show up on the screen as you do it,” says James. “I’ve seen whatever you can imagine.”
They Like to Clap a Lot
Morale and enthusiasm are huge parts of the culture at Apple. When employees start their training they go through the ritual of being “clapped in,” according to Ben. “When the new employee walks in the room everybody would clap for them for a long time,” he says. “Almost an uncomfortably long time.” It’s a show of support to get new hires excited about the job. And departing employees are “clapped out.” “On my last day, every Apple employee stopped whatever they were doing and started clapping,” Ben says. “Of course, customers are like, ‘What’s going on?’”
They Treat Thieves With Kindness
Apple Stores don’t put security tags on their devices, but that doesn’t mean walking out with a gadget will be a piece of cake. “Our loss prevention [tactic] is being friendly and engaging people in conversation,” says Ben. “We’re trained to stand certain ways, to always be facing the front and to greet every person.” This ensures customers know they’ve been noticed and are being watched, which helps deter theft.
They Witness Apple Miracles
For every disgruntled customer, there’s another walking in to restore your faith in humanity. Bruce tells the story of a student whose computer shut down with all his schoolwork on it. Without the funds to purchase a new device, he was out of luck until a stranger overheard his woes and surprised him with a $3500 new computer. “He cried,” Bruce says. “Every once in a while you’ll meet someone who is just a genuinely good human being and you’re like, ‘Not everyone is a total jerk.’ It makes going to work the rest of the day a little bit better.”
There's a Cutesy Acronym
A 2007 employee training manual lays out the A-P-P-L-E "steps of service" with an acronym of the company name:
- "Approach customers with a personalized warm welcome,"
- "Probe politely to understand all the customer's needs,"
- "Present a solution for the customer to take home today,"
- "Listen for and resolve any issues or concerns,"
- "End with a fond farewell and an invitation to return." It is reportedly still in use today.
The Customer is Always Right
One Apple store employee recalls being told that he should never correct a customer who mispronounced the name of a product, lest they feel patronized.
About That Genius Bar Appointment...
You booked your Genius Bar appointment online, showed up a few minutes before the scheduled time, and somehow you still had to wait an hour to talk with a "Genius." There's a reason for that. Wall Street Journal sources say Genius Bar appointments are typically triple booked. No wonder the bar is often swamped.
It's a Tough Job, Actually
The job can be difficult for a couple of reasons. Firstly, the biggest pressure Geniuses feel is not wanting to make a mistake or misdiagnose a repair. It not only means the problem will take longer to fix, but it also drains the resources of the team.
Secondly, keeping calm can be a challenge. “While everyone thinks of Geniuses as tech people—and they are—it’s also a super-social job,” he says. Few customers realize that Geniuses have asked “Hi, how are you? Are you having a good day?” maybe a hundred times on any given day. To decompress after his shift was over, Epperson would go home, go to his room and not talk to anyone. “You’re paid to be the face of Apple, a happy person who’s there to help people solve their problems, and that’s fun, but it’s also draining.”
Sources: https://www.thrillist.com/tech/nation/apple-store-secrets-horror-stories-revealed-by-former-employees
http://mentalfloss.com/article/66094/15-secrets-apple-store-employees
http://theweek.com/articles/483963/revealed-10-big-apple-store-secrets