More people visit Apple’s stores than the Walt Disney Theme Parks!
How do they do it?
Obviously great products, but also great training for staff, as they are told that they must provide great customer experiences.
Their employees are trained not to sell, but rather to help customers solve their problems!
They have no sales commissions and no targets!
Apple’s guidelines are:
- Approach customers with a personalised warm greeting
- Probe politely to find out customers’ needs
- Present a solution for the customer to take home today
- Listen for and resolve any issues
- End with a friendly farewell and an invitation to return
Hey – and how’s this for a wow?
Apple stores have a Genius bar, where you can make an appointment with a Genius, who will work with you to fix your problem.
During your session, your Genius will gather information about your problem and answer your questions.
If your product requires repairs, the Genius will discuss repair options, explain any charges and prepare your equipment for repair.
Most sessions last about 15 minutes, but some may take longer, depending on the issue.
Now THAT’S what I call VIP “wow” customer service that knocks your socks off!
And that’s the type of “wow” you need to consider for your business, so that your extraordinary service becomes water cooler conversation tomorrow!
