Page 88 - The Apple Experience

Customers experimenting with iPads. Source: Getty Images

The average Apple Store attracts more than 20,000 visitors a week. It’s

rare to find an empty store. I live in a midsized town where few stores are

ever really, really busy. It’s the kind of place where there’s always easy parking

at the shopping mall, even during the holidays. I had to buy some accessories

at the Apple Store one day, and because I just wanted to get in and out

quickly, I decided to go on a Wednesday morning right when it opened,
thinking that the store would be nearly empty with the exception of a few

employees. I got to the store five minutes after the store opened at 10:00

a.m., and much to my surprise, there were fifty customers already there.

Fifty!

The Apple Store is always busy. Always. Yet, I’m regularly amazed at the

way Apple employees can carry on conversations with several customers and

make everyone feel as though they are getting personalized attention. Does it

happen each and every time? No, it doesn’t. And when customers feel