Future Case

Crossmedia, Social, Mobile, Business Modeling, Marketing, Research and insights

Apple Staff: Keepers Of The A.P.P.L.E. Code – PSFK

leave a comment »

They come equipped with blue shirts with Apple logos, white and grey ID tags, and an iPhone or iPad. Who are they? They are “Keepers of the Code,” the A.P.P.L.E. code that is. This is one of the key factors that makes Apple the successful $12 billion plus empire that it is today. Most of us thought that the Apple was just a logo that identifies all their devices. However, it also stands for basic in-store guidelines for the staff to facilitate consistent customer interactions:

* A pproach customers with a personalized warm welcome.

* P robe politely to understand all the customer’s needs.

* P resent a solution for the customer to take home today.

* L isten for and resolve any issues or concerns.

* E nd with a fond farewell and an invitation to return.

Some other A.P.P.L.E. codes include:

* Listen and Limit your responses to simple reassurances that you are doing so. ‘Uh-huh’ ‘I understand,’ etc.

* Any employee who is 10 minutes late three times in six months is as good as gone. (Probably a good rule of thumb for anyone working in today’s world where jobs are scarce).

* Your job is to understand all of your customers’ needs — some of which they may not even realize they have.

* Employees can’t correct mispronunciations of Apple products. (It’s considered condescending to correct a customer if they, for example, call iPod Touches “iTouches.” Just let them say it however they please).

* Apple staff do not have sales quotas, but are encouraged to sell Apple Care. (Seeing as how Apple Care has benefits like Genius Bar walk-ins, it shouldn’t be too difficult a task).

With Steve Jobs still heavily involved in the thought process and design behind all things Apple, consumers can expect to have the same user and design-friendly experience that they see in all Apple products.

via Apple Staff: Keepers Of The A.P.P.L.E. Code – PSFK.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s