Today I visited the Apple Store at The Gateway Shopping Center. I needed to see if my Apple iPhone could be repaired. Yesterday, the battery starting draining at an alarming rate. I thought at first it was a fluke, but today starting bringing the same problem. I called AT&T and spoke with Brent who was very helpful. A few minutes into the conversation Brent realized that I knew what I was talking about and set up an appointment to replace the phone.
I arrived at my appointment, and after a few moments I was working with Darrel. At least I believe his name was that, I couldn't tell because he was the only person in the store not wearing a name badge. I explained to him the issue and told him that nothing has changed in my usage patterns or installed apps in the last month. It just simply started to consume battery power quickly as of yesterday. He looks at the phone and says. "Yeah, you've got the Bluetooth on. That consumes a lot of battery" I explained, "Yes, I know. However as I stated nothing has changed on the phone in a month and the Bluetooth was on then." He looks at me again as if the iPhone is the first mobile phone I have owned since I bought the Brick Phone used in the 1985 film "Wall Street".
"This is a small computer that uses a lot of power." At this point I was getting agitated. The phone was defective, I had purchased Apple Care, (which is Apple's version of a extended warranty) and I just wanted it replaced. He then began to inform me that the battery isn't covered under Apple Care. He also took out his medical scope to see if it had water damage. "It didn't". After this I spent the next two minutes wondering if this "Genius" was going to help me. "Yeah, I will make a one time exception and replace your phone" His tone was so condescending it was making me feel like a moron.
This was not the service I was used to from an Apple Store. It was also not very high touch. This associate was going to prove to me that HE was in charge, and that HE was making an exception. Instead of consoling me for my trouble, and for having to come in and have the device replaced, HE was going to show me that he was calling the shots. At this point I decided its not worth the hassle and I let him strut his tail feathers.
Now think about this situation. Yes, he deals with broken phones, iPods, and Apple computers all day long and maybe he was just tired. However, his interaction will be what I always will remember when I go into that store again. I always tell my team members, "Think about how you like to be treated when you visit a store or restaurant. Now extend that same level of service to your next client or customer!
Keep Moving Forward!
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