Find out how Hiley Hyundai delivered 74% new shoppers to their website. VIEW CASE STUDY
I went to the Apple Store the other day (something I'm sure a lot of us have done). You see, I roll with a 4 year old Macbook Air & I love it but the power cord frayed, died, stopped working. Being that I was at work working on some graphic design stuff and realized this mid way through, it was URGENT I get a new one! (Thank goodness the Apple Store is 2.7 miles from my dealership). So I hopped in my car & went over there.
Just like in a dealership (hopefully), as soon as I walked in a nice, friendly Apple Store employee asked me "Is there anything in particular you're looking for today?) & I said "Yep - I need a new power supply for my Macbook Air - I know exactly what I need." She said
"They're along the left wall," and radioed in her little fancy headset for someone to meet me back there. I had picked up the 45 watt Mag-Safe Power Adapter and looked to him to ring me up. He looked at me and said "What do you need?" & I said
"A mag-safe power adapter for a Mid-2011 MacBook 11" Air." and he insisted I didn't want the one I had, he said I need the mag-safe 2 adapter. (Which by the way, looks completely different from the one I had in my hands.) We went round and round "Are you sure?" I asked him. Of course, he was right - he's an Apple Store Employee with the fancy t-shirt and the headset - how dare I question him! He even Googled it (yes, Apple Store Employees use Google) and it came up with....yep, the one I said I needed. Perpelxed by Google's answer, he turned to me and said
"Let me go back and ask a genius." [I was under the impression all Apple Store Employees were Geniuses - guess not]. He disappeared to the back to ask the almighty Genius and the Genius agreed with him. He said if it was the wrong one, I could bring it back and yell it him. I told him I would. (No doubt there!)
I drove the 2.7 miles back to the store and unwrapped the power cord. Guess what? IT DIDN'T WORK! So I got right back in my car and drove back to the Apple Store. I must have looked slightly upset when I walked in as the first employee who saw me (none I had spoke with during trip #1) asked "How can I help?" I explained the situation and she took me over to another Genius. Who said,
"Yep, we sold you the wrong one - that's what happens. New Genius's sheesh -- I'm an old Genius." He graciously exchanged my power adapter for the correct one (which was the one I had picked up originally) and I went on my way. Funny part of it - the Employee I had orignally spoken with who insisted he was correct was on break (of course).
Moral of the story - listen to your customers! If they know something, they're not always lying (we've all heard the phrase, 'buyers are liars,'). Give them some credit - some of them are honest and just trying to make the whole process easier!
What do you think? Have you run into any scenarios where you think listening to a customer would be beneficial?