Page 190 - The Apple Experience

laughed, and even showed Daddy how to use it. But Adam wasn’t done. In
true Steve Jobs fashion he had “one more thing.”

“If you take road trips, you’ll love this. You can play movies to keep the

kids occupied in the backseat,” Adam said. And with that, Adam opened the

video app and showed us a full-screen, high-definition version of my

daughter Lela’s favorite Disney movie, Tangled. “Rapunzel!” Lela screamed

in delight. Adam pointed out that an accessory was available to attach the

device to the rear of the front seats. I had never thought of it. In fact we had
just purchased a new car, and I was considering the idea of having a DVD

player installed. But in that moment I realized that the iPad was a far better

alternative.

Less than ten minutes after I had decided not to enter the store, I was

actually thinking about buying an iPad on the spot. I know about the wow

moment. I’m supposed to be immune to this! I thought. Never underestimate the

power of emotion. We left the store without buying an iPad that night, but
the conversation between me and my wife on the way home left no doubt as

to what would happen next. As soon as we got into the car, my wife said,

“Should we buy the 16 GB or the 32 GB model?” Wow.

Just went to the Apple Store. Seriously, they have the best customer service anywhere.
Everyone is knowledgeable. —Seth Y.

A Franchise Wows Its Customers the Apple Way

I introduced the concept of wow moments to a group of franchise owners for

FRSTeam, a fabric restoration company. Insurance companies recommend

FRSTeam or similar vendors when items in a client’s home have been

damaged by flood, fire, and other catastrophic events. In many cases

homeowners who have experienced a fire believe their clothes and other