Page 130 - The Apple Experience

The opposite scenario unfolds in restaurants every day. I cannot recall the
last time a host or owner presented me with a solution I could take home

today. When you call a restaurant that’s fully booked for lunch or dinner, the

typical response is, “I’m sorry we’re fully booked tonight.” That’s it. No fond

farewell, no solution, nothing. Here is what the experience at an Apple Store

“restaurant” would be like.

Customer: Can I make a reservation for tonight, about 6:30? It

would be for four people.

Host: I’m sorry. We’re completely booked tonight. Have you
been here before? (probe)

Customer: No, we haven’t. That’s why we wanted to try it.

Host: We would love to have you experience our restaurant. We

have some new entrées on the menu that our diners are raving
about. Can I help you find another date that would work?

Customer: Not now, thanks. I’m not sure of my schedule. I’m
disappointed.

Host: Do me a favor. Please call us back when you’re ready.

Keep in mind that we tend to fill up on the weekend for both
lunch and dinner. But if you make your reservation at least two

days in advance, you should be fine. If you write my name down
for reference, the next time you come in, we’ll treat your table to

a complimentary dessert of your choice. Our dessert chef was
trained at one of the finest restaurants in New York, and a

popular food critic said our baklava is the best he’s ever had. I

work here five nights a week, so just ask for me. But even if I’m
not here, that dessert is on the house. We’ll see you next time!