Page 142 - The Apple Experience

expectations about when service can be provided are set quickly and
effectively.

Employee (Apple Specialist): Hi, welcome to Apple. How can
we help you today?

Customer: I’m thinking of getting an iPad, and I’d like to take a

look at them.

Employee: Great. My name is Melinda. And your name?

Customer: Carmine.

Employee: Carmine, nice to meet you. As you can see, the store
is really busy right now. Do me a favor and head over to the iPad

table and just start playing with the devices. Have fun. If I can

get to you next, I will. But if you see someone free, grab them.
I’ll also let the other Specialists know that you would like their

help, and one of them will get to you as soon as possible. But
play with the iPad. There are videos, games, and a whole lot

more already on the device. Will that be OK?

Customer: Sure. How long will it be? It’s really crowded.

Employee: It is busy. It will be at least three to five minutes
before I can get over here. I do have a manager on the floor right

now, and I’ll let him know that you are here. He will start seeing

who else he can free up. But again, it will be at least three to five
minutes. He will, however, touch base with you to make sure

you’re taken care of.

The manager in this scenario now owns the relationship. It’s his job to

make sure someone assists the customer as soon as possible. It’s also his job

to reset the customer’s internal clock back to zero. The manager should check