Page 90 - The Apple Experience

they left the store. Both said they would give their experience a 10 on the
Apple Store survey. Here’s how we are all made to feel cared for.

Specialist: Carmine (she used my first name several times in the
conversation), based on what you’ve told me, I believe the

thirteen-inch MacBook Air with 128 GB of storage would best
suit your needs. But it sounds as though you’re still trying to

decide between the thirteen-inch and the eleven-inch model.
Take your time, try out each one, and I’ll be here to answer any

questions. Would you mind if I briefly help this person next to
us while you’re thinking about it?

Carmine: No, of course not. Go ahead. (By this time the
Specialist had already built trust. I trusted that she was

knowledgeable, helpful, and friendly. She also asked permission
before interrupting the conversation.)

Specialist (addressing Customer 2): Hi, welcome to the Apple

Store. Are you interested in our notebook computers?

Customer 2: Yes, I am. Do these all come with the new

operating system, Lion?

Specialist: Yes, Lion is installed on our computers. It’s an
awesome experience. I think you’ll be really pleased. As you can

see, we are very busy today. I’d love to help you right after this
customer, but you might be served more quickly if you request a

Specialist using the iPad next to the computer. Just tap “ask for
Specialist,” and someone will be right over.

Customer 2: OK. I’ll do that. Thanks.