Apple Customer Service Story – The iPod Touch
Every customer deserves the best experience from the businesses they patronize. In the past decade, Apple has made a science out of customer service. You might not be a fan of Apple products but surely you have friends and colleagues who advocate for the brand and their products. It is not all hype, Apple is deliberate about giving their customers memorable experiences and stories about these experiences can be found everywhere on the internet.
This customer service story shared by a consumerist reader is about an Apple store manager breaking a rule in order not to dash the hopes of a 10-year-old girl –
My daughter has been saving her birthday money and allowance for almost 9 months now so that she could afford an iPod touch with a camera in it.
As of this morning, she had saved the amount needed and headed to the Apple Store in Utah with my wife. They arrived at 10:30am, not realizing that the store would be closed from 11am to 2pm today. As they approached the store, two friendly Apple employees greeted them and said that they were sorry, but they were closed.
My wife pointed to my daughter who had a mason jar full of cash in her arms and explained why they were there and also pointed out that is was not quite 11am yet. They again said they were sorry, but could not let them in. My wife and daughter were sad but understood and made their way to another store in the mall.
About three stores down, an Apple employee raced after them and explained that the manager was going to make an exception and let them in. When they were let in the store, they were the only customers in the place and every one of the employees stopped what they were doing as my daughter approached the register.
As she took all of the cash out of the mason jar, one employee stepped forward and said, “I don’t mean to bother you, but I have to tell you that this made my day.”
After the transaction had been made and my daughter and wife were on their way out, the store manager raised his voice and said to all of the employees, “Everyone, please give [redacted] a round of applause for saving her money and buying an iPod today.”
My daughter was caught a little off guard by all of the attention and waved goodbye, then called me with the story.
Nice work Apple!
-Matt
To a 10-year-old, that experience would be hard to forget, she would share it with her siblings, relatives, and friends at school. Apple is now worth about $945 billion, they are on the verge of becoming the first American company to be worth $1 trillion. While innovative products like the MacBook, iPod and the iPhone have been key drivers of their success, the company’s incredible customer service and their army of advocates have also played an instrumental and pivotal role in that success.
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