First of all, I need to start out by saying that my wife and I are Mac fans. A couple of weeks ago, we ran into a problem with my wife’s iPhone. After doing some troubleshooting online, we decided to take it to the Apple store to have them take a look at it. When we arrived, the store was very crowded. When we asked if there was a special promotion or event, they simply replied that it was normal, “it’s always busy like this here.” There was a large staff, and someone approached us right away to see if we needed any help. We explained the situation, and he said, “No problem,” and used his iPhone to schedule the next available tech appointment; about a 15 minute wait.
In the meantime, we took the opportunity to ask his advice on some new products we have been considering for the future. He was very helpful and knowledgeable. We could tell he was geeked about their products. The cool part about it was that he wasn’t pushing a purchase on us, or pressuring us in any way. In about 15 minutes, the tech person came and found us in the bustling surroundings. He was very professional, asked a few questions and then walked us back to the tech counter where they took care of the problem in a matter of minutes.
When we went there that day, of course we had hoped the problem would be resolved; yet the experience far exceeded our expectations, and we walked out of there with not only a working phone, but with an even stronger loyalty to Apple. Are your dealers delivering customer experiences that build loyalty?