Page 146 - The Apple Experience

Receptionist (within a few feet or seconds of the couple walking

through the door): Hi, welcome to Audi. How can we help you
today?

Customer: We’re here to look at a new car.

Receptionist: Great. We’d love to help you. We have started a
new “by appointment” program at our store so you can make an

appointment to come in at a specific time. However, since you’re
here, let me try to find someone who can help you right away.

Customer: Thanks. (starts looking around)

Receptionist (two minutes later): Our sales reps are really busy

today with customers. “Fred” can see you just as soon as he’s

done with his current customer. We want to be respectful of your
time, so I have to tell you that he will not be available for forty-

five minutes. If you can wait, Fred will help you. But I’ll keep
looking, and if someone is available even sooner, I’ll send them

over right away. Can I offer you some coffee or something to
drink in the meantime?

Customer: I guess that’s fine. We didn’t want to wait that long,

but since we’re here we might as well stay. (The customer is still
disappointed and grudgingly accepts the wait time, but at least

he has been acknowledged and his clock has been set. He’s in the
game.)

Receptionist (five minutes later): Has anyone helped you yet?

Customer: No, we’re still waiting.

Receptionist: Let me check on Fred’s status. I’ll be right back.