CONTROL: Apple’s Secret to Delivering a Consistently Good Retail Experience

photo: apple.com

The short lesson from this article about Apple’s retail experience is that if you want people to have a consistently good experience with your store, you must CONTROL everything. No element of your store’s experience should be left up to a random element of choice as decided by an hourly employee.

A 2007 employee training manual lays out the A-P-P-L-E “steps of service” with an acronym of the company name: “Approach customers with a personalized warm welcome,” “Probe politely to understand all the customer’s needs,” “Present a solution for the customer to take home today,” “Listen for and resolve any issues or concerns,” and “End with a fond farewell and an invitation to return.” It is reportedly still in use today.

Freedom comes on the other side of control. How are you controlling the experience in your store?

 

BrandingBlog Radio: Ray Seggern and Wizard of Ads Events

Have you met Ray Seggern?

He’s been one of our Wizard of Ads partners since about 2006. He’s stepping into a role as a sort of ringmaster for many of our partners.

By ringmaster, I mean that he’s making an effort to herd our posse of cats onto a flatbed truck and getting them moving in the same direction.

He’s filling a Colonel Parker role by finding speaking gigs for us and he’s creating events where he can sell our services.

He’s got an event planned for May 16, 2012 in St. Louis and we had a chance to talk about it and he spills all the details in this interview.

I always enjoy talking to Ray, when I can get him to sit still long enough. He’s full of energy and I’m sure that a 25-minute podcast felt like an eternity to him.

BUSINESS OWNERS…you really ought to head to St. Louis for this. It’s a measly $67. Get on an airplane. Make a reservation. Go learn something.