Page 153 - The Apple Experience

in Chapters 8 and 9. Part III will be a waste of time, like putting lipstick on a
pig. But take your time. When you come back, we’ll pick up where we left off

and, in Chapter 10, discuss the content of the sales conversation.

CHECKOUT

1. Review all of your customer touchpoints. Are you and your staff greeting
customers warmly? Are you making them feel as though they have entered an

organized, helpful environment? Are you letting them know how long it will take
to address their needs or answer questions?

2. Train your staff to reset internal clocks. If you manage a business of any type with
a physical location or phone support, every person on your team must be coached

in the five steps and in the proper way to reset their customers’ perception of
time.

3. Provide training consistently. Apple managers are providing constant feedback or

praise for their staff. AT&T managers hold coaching sessions once a week where
they review the greeting and even conduct role-playing exercises to make sure

every employee is proficient at providing a superior customer experience.