Page 208 - The Apple Experience
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Mourners in China. Source: Getty Images
People are the heart of an Apple Retail Store, and the heart beats
consistently from store to store. If you step into the Apple Store in Tokyo or
Paris, you’ll meet friendly people who are committed to creating an
empowering and enriching experience for each and every customer. Visit an
Apple Store in San Francisco or Hong Kong, and you’ll meet Geniuses who
don’t fix computers but repair relationships instead. And whether you buy a
Mac in Manhattan or Madrid, you will be introduced to Creatives who
empower customers to find solutions for themselves.
In every store, “the staff is exceptionally well trained, and they’re not on
commission, so it makes no difference to them if they sell you an expensive
new computer or help you make your old one run better so you’re happy with
it. Their job is to figure out what you need and help you get it, even if it’s a
product Apple doesn’t carry,” said Ron Johnson. “Compare that with other
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