When a company hires a troubleshooting specialist, clearly that candidate needs to have more technical know-how than a salesperson. From the way you are greeted when you walk into the store to the way Genius Bar experts (technical/troubleshooting specialists) communicate with agitated customers, Apple carefully considers the experience its customers have at every touch-point.Īpple likes to say it “values a magnetic personality” as much as-if not more-than proficiency. It reinforces the fact that nothing at the Apple Store is taken for granted. It’s a penetrating look inside Apple: psychological mastery, banned words, roleplaying-you’ve never seen anything like it.” This description alone should teach you a lot. According to Gizmodo Senior Staff Writer, Sam Biddle, “We read Apple’s secret Genius training manual from cover to cover. The title, How To Be a Genius: This is Apple’s Secret Employee Training Manual. One such piece was recently leaked and posted on the tech site, Gizmodo. However, sometimes people leak information that can teach all of us a lot about running a successful business, communicating brand messages effectively, and enhancing the customer experience. After spending one year of research into every aspect of the Apple Retail Store for my book, The Apple Experience, there’s very little new information that surprises me.
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