Friday, February 26, 2016

Apple Retail Changes

Mark Gurman:

Currently, Apple Stores allocate a fixed amount of time to each customer per Genius Bar appointment: 10 minutes for iOS devices and 15 minutes for Macs. If a customer’s issue requires more than that time amount, the customer is typically asked to book a successive appointment.

Apple has relied on this system in order to fit in as many Genius Bar appointments per day at each store and maintain a uniform experience. However, Apple has realized that not all technical support problems are the same and is preparing to officially allow for longer Genius Bar appointments.


The point is, Apple has gotten way to big and it’s now impossible for them to offer the same level of Genius Bar help that they did three years ago. If you have an Apple Plan they spend more time with you, but I never buy an Apple plan for Phone or Ipad. The system is close to being broken, again because of their success.

Ben Lovejoy:

You could argue that a reward system with free holidays to California isn’t the same as putting staff on commission. But it kind of is: it’s giving staff an incentive to sell products. Sure, that doesn’t mean they will necessarily start applying high-pressure sales techniques, but it does mean they may be a little less inclined to spend ten minutes explaining iCloud, or pleasantly passing the time of day with a customer who has no intention of buying anything, when they could be using that time to have conversations that might win them a holiday.

You could even argue that it’s actually worse than commission, as you’re encouraging pushy sales at the same time as ensuring that only the smallest handful of staff will benefit.

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