Page 232 - The Apple Experience

their masters. A small dog in a Juicy Couture purse doesn’t make the cut

either.

This is a short list. I’m sure you have more ideas to add to the list, but

you get my point by now: good customer service isn’t always determined by

what was said to you during your experience, but by how much care, effort,

and interest was put into the cleanliness and appeal of the environment your

experience took place in. An Apple Store is spotless. There’s a reason for it.

A gift card for the Apple Store is pretty much the greatest gift you can give a design

nerd. —Paul S.

Be Show Ready

The local restaurant I mentioned earlier is certainly not what Disney calls
“show ready.” It’s nearly impossible to find trash on the ground of a Disney

theme park. Everyone is trained to pick up discarded wrappers so the resorts

remain clean. If a manager were to walk by trash without picking it up, it

would send the wrong message to staff. For a small business that might not

have a physical location, this concept can be as simple as making sure your

website is clean, professional, and easy to navigate. Your website is your front

door. If it’s not show ready, it can make or break your business.

At Disney parks, guests are no more than thirty feet from a trash can so

there’s no excuse to discard anything on the ground. It’s believed that Walt
Disney was eating an ice cream cone, and when finished, some thirty paces

later, he said there needed to be a trash can in that place. Disney has also

found that by keeping the grounds spotless, it elevates everyone’s behavior,

guests included. People are actually embarrassed to be seen littering!