Page 85 - The Apple Experience

CHAPTER 6

Develop Multitaskers

The employees act like servants when they’re really
kings of customer service.

—Carolyn DiPiero, Apple customer

Carolyn DiPiero, a retired schoolteacher living in Modesto, California,

walked into an Apple Store in August 2011 and had such a magical

experience she had to share it with me. DiPiero had never used a Mac, but

after her first visit to an Apple Store, she was turned into a customer and an

avid evangelist.
For fifteen years DiPiero had been sharing a PC at home with her

husband, and she finally decided to get a laptop of her own. But the decision

wasn’t easy at first. Her kids were divided on the topic. DiPiero’s daughter

was a Mac user but her son, a PC user.

“Why should I buy a PC?” DiPiero asked her son.
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“Because it’s less expensive than a Mac,” he said.

“Why should I buy a Mac?” DiPiero asked her daughter.
“Because it doesn’t get viruses,” she said.

The virus logic caught DiPiero’s attention. “I was definitely tired of

cleaning viruses off our PC,” DiPiero told me. “Finding someone to cure a

computer virus is tougher than finding a doctor who takes Medicare.”

The Apple Store at Modesto’s Vintage Faire Mall is sandwiched between

two boutiques, Coach and bebe. DiPiero always knew it was different