Page 97 - The Apple Experience

take my garment and put it aside. She could have done this easily while still
dealing with the price whiner.

Step Two: Assess

Now that you know what the customer needs, this is where step two

comes in—assess the situation and determine the best strategy for keeping

this customer content while you continue to help your existing customer. You

should be able to identify one of four plans to execute:

1. Quick fix. The need is a quick fix you can facilitate while still working with your

existing customer (e.g., direct the customer to where she needs to go, hand him a
menu, give her directions). If you go with this option, be sure to tell your existing

customer something like this, “It’s important that I continue to help you, so

please hold on one moment while I get this other customer on track.”

2. Kill two birds. If the new customer has the same need as the one you are currently
serving, bring them together and help them at the same time. Here’s an example

from Vanessa’s tasting room experience: when an existing customer would want
to taste the same flight of wines as another customer who just walked in, Vanessa

would set them up with glasses and educate them about the wines in their flight
at the same time. They appreciated that she made an effort to help them both in

a timely manner, and the experience was more enriching with additional people
involved.

3. Enforce help. The need is not a quick fix, and there is another rep close by who is
available to help. Don’t operate in a vacuum, or assume you have to take it all on.
Use your teammates when possible, and doing so will foster a receptive and

pleasant environment for your “guests” to wait in and for you and your team to

work in.

4. Monitor wait time. If the need is not a quick fix and there is no one else around
you can delegate to, then tell the new customer to hang on while you finish