Apple told him he didn't want the MacBook Pro he wanted (So he got angry)
In difficult times, people of technical companies have to be rescuers.
Well, those companies are always saying they're making the world a better place, aren't they?
And what tech company has made the world a better and more beautiful place than Apple? (I pause for your answer.)
Tim Cook and his entities have created a sense of revolutionary joy that customers expect from glorious products and joyful service.
That’s not exactly what one Apple customer says he found when he visited an Apple store recently.
He wants it. He wants it now.
My friend Kevin benefits from cerebral stimulation and perpetual amusement. He runs his own company and when a new iPhone appears, he orders it in the first seconds of witchcraft.
At times, however, he discovers the need to go to an Apple store.
At this special time at the end of last year, he was desperate to get a hold of a new MacBook Pro. I'm afraid he wanted to match it with a new suitcase he was looking at. He definitely wanted the MacBook Pro that day.
You might think Kevin is very challenging. Maybe I agree with you.
However, he says he walked straight into an Apple store in the Bay Area and said: "I want to see the top of the line MacBook Pro. 1 Terabyte, please." You see, it's kind of for sure.
The answer worried him a little. He told me: "The salesman replied, 'This is a very powerful computer and most people don't need it.'"
Honestly, one look at Kevin and you would know he is not for the weak. You would also know that he is not depressed. He can be firm, go on brutally. It also fits right with everything technical. His company is in technology.
"I replied, 'I run a big company and I need the processing power,'" he said.
The seller did not appear to be handling that information well. She replied, according to Kevin: "Well, this is for powerful claims."
Would she think Kevin was blowing? Could she think it was full of it? As he was telling me this story, I began to feel the worst.
Kevin's riposte: "I run a series of complex software."
Wouldn’t you like to go to him at this point? Once a customer knows what they want, you can sell it to them. Even if you, privately, think they are posting.
Unfortunately, an Apple salesman replied: "What?"
Kevin's Parry: "Video editing, the whole stack. So how much?"
And then, The Twist. That's it.
All this, you see, is in Kevin's words. But I can imagine that this meeting was not going so well. Which is weird, since Apple's store service is mostly pretty fast. Even with the most direct, more challenging customers.
“She paid attention to the price of the show,” Kevin told me.
"Great! I'll take it," was his reply.
At this point, I was wondering why Kevin was telling me this story if it ended in a happy affair.
But then, Kevin says: "She goes through the act of looking it up and then tells me: 'It's not available.'"
He asked if it would be available in another store.
"Without looking or looking," said Kevin, "She said to me, 'Maybe February or March.'"
Kevin was not happy.
"That's when I realized she knew all the time that the model I wanted was not available," he said.
How did Kevin react? "I said to her, 'Okay. Well, that's it.'"
An Apple retailer then apparently attempted the repurchase position by offering a QR code to find some sort of fast delivery. But the strong trust between a messenger and a seller was shattered.
You can judge Kevin harshly. I will too, sometimes. Surely he should know that there is a shortage of supply, especially of highly desirable products. And we're talking about Apple here, a brand that is in high demand.
The Truth does not hurt. He is threatening.
For Kevin, however, it was not a lack of opportunity. It was a lack of loyalty. He believes the vendor tried to turn off the Pro he wanted because she knew it was not in stock. Moreover, her approach, in his eyes, to immediately question his knowledge and needs was not the best method of messenger service.
Kevin is a kind of mentality. You may remember growing so overwhelmed with Verizon's messenger service - or how scarce it is - that he called Verizon's collection department to speak to a really helpful person.
Morality is Apple's story, if you still believe in any kind of morality at all, not to assume that you know your customer with one quick glance.
They may know who they are talking about, or at least what they want, so try not to feed them.
Sometimes, sales are not the best way to sell.