Page 54 - The Apple Experience

ties, all while the car was waiting outside. The driver didn’t have to wait long.
It took all of fifteen minutes from the time I entered the store.

As soon as I walked into the store I talked to the first salesperson I saw,

Sam. I told Sam my predicament, and Sam, being a fearless employee, said,

“I don’t even have to measure you. You’re a 42 regular. Come this way. I

know exactly what you need.” Sam realized we didn’t have time for small

talk. His goal was to satisfy the customer and to make him look his best, all

in fifteen minutes.
The Men’s Wearhouse hires for fearlessness. According to the store’s

philosophy, “The emotional atmosphere within a retail store environment

can make or break that store’s ability to reach its financial goals. Store

appearance and product knowledge are certainly important, but customer

comfort and satisfaction during the shopping experience hinge on something

else: our store must feel emotionally energized.” Store appearance plays a
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critical role at Apple, but it’s the experience that customers have in the store
with employees that makes the difference for Apple, Men’s Wearhouse, or

any other retailer known for exceptional customer service.

Where does the positive shopping experience start? Each team member

must feel good about being part of the team—the “corporate tribe”—at

Men’s Wearhouse. “We encourage employees to communicate directly to

their managers—or go higher, if necessary—when fairness and respect are

compromised.” It’s equally important to let employees make decisions they

feel are in the best interest of the customer—in sports it’s the equivalent of a

quarterback calling an “audible” when he believes it’s the right play to run
even though it wasn’t the play the coach called. “Mistakes are opportunities

for both mentoring and learning. Reducing fear draws out our employees’

best efforts and most positive attitudes.”