Thursday, June 30, 2011

Learning a lesson from Apple

I went to the Apple store near by last night for a One on One class. I am still delighted with my iMac gift from JMac last month but I need to get educated on how to maximize its use. I love that with my gift came unlimited one on one iMac classes. While waiting for my instructor, I also liked to be entertained by fools in the following scenario:

Apple guy: (from the Genius Bar as he calls the next customer) Josh H?
Josh H: Right here (sitting at the computer across from me.)
Apple guy goes over and sits down with him.

Apple guy #2 and #3 call names and join those customers. Apple guy #4: Josh O? No answer. He repeats very loudly: Josh O?

Josh H: I am Josh.
AG #4: Are you Josh O?
Josh H: No, I am Josh Hess.
AG #4: I am looking for Josh O.
Josh H: Maybe there are 2 people named Josh?
Me: WOW.
AG #4: Must be! And thanks Josh but I am looking for Josh O. (He says this with a friendly tone + smile and not a bless your heart smile either. And by the way, how in the world those Apple employees handle working in that store that has on average about 250 people in it at all times is a wonder.)

Oh, Josh Hess. WOW. While Apple products seem to be sensible enough my 4 year old can use them, however you Josh are perhaps not bright enough to be operating an Apple product because you clearly just failed one of life's rather simple tests called ROLL CALL.

I then leave Apple and go to Best Buy to compare prices on a product I want.  I am now enamored with the iRig handheld mic you plug directly into your iPod. Why? Because who doesn't want a portable karaoke machine? Likely no one but me and MiniMac. I arrive at Best Buy and trek to the iPod section. No employees in sight, I search for one. I find a young lady clad in a blue Best Buy shirt, not interested in helping me, but I roll the dice anyway.

I tell her I am looking for a portable mic that plugs directly into the iPod to use with all vocal applications specifically singing. She strolls to the iPod section. And I do mean stroll. I could have done 10 laps around the store in the time it took. No she was not physically impaired. She was not interested. At one point I wanted to say, "Come ON Seabiscuit!"  We get to the section, she looks around and claims, "Yeah, I don't think we have anything like that." I give her the product name which we then walk back to a computer and she she looks it up. She then walks me back to the actual microphones and mic stands. "Here you go." I clearly know these products because we already have one for MiniMac at home. I ask if these mics can plug into an iPod.  Her answer: No.

I reiterate my exact need. She then says, "Oh, let's look over here." We walk to another section and she shows me the headsets with built in microphones. Not the Janet "Ms. Jackson if your Nasty" style but the kind you use for your phone. I ask her what I am looking at. She said, "These all have microphones in them." For plugging in to my iPod for karaoke-jam time? Her answer: Well, you can plug them in and sing but no one will hear you. REALLY? That sounds like a perfect microphone to use for karaoke. Or the opposite.

I then ask if we can do a product search at other Best Buys in Atlanta. Her response: Or you can just order it from BestBuy.com. Right. 

I literally turn to her because I am baffled at how in the ______ we are having a disconnect on this issue. And instead, a bright apple goes off over my head. And instead of making snarky face like I want to, I smile like Apple Guy #4.  I say to her, "That is hilarious." And it is a bit odd to use one of my favorite phrases in such a wrong way. In fact, until now, 99% of the time I have uttered that phrase it was because something was hilarious. And not in this context which was more like someone putting a plate of sushi down in front of you and you looking it over before exclaiming " I LOVE CORN CHIPS AND BUTTERMILK!" No one would say that because it is crazy.

But perplexed and utterly helpless girl at Best Buy simply says, "I don't know what else to tell you." I said with my giant Apple-ish smile, "No worries. I will look it up on Amazon." Her response: OK.

Really? Don't try so hard to be sales person of the quarter, after all, the quarter is over today and it is completely unnecessary for you to get yourself worked up.

So I smile and waltz myself out the door. It is a great reminder how much I LOVE good customer service. But it is also a great reminder that how we react is a choice.

Oh Josh H. and Best Buy girl, you are proof that laughter is the best medicine.  And that an Apple a day may keep the doctor AND a bad attitude away but certainly does not keep fools and not so bright people away. Rats.

I will keep this in mind as we are off to the beach tomorrow for a long, long weekend. Enjoy yours and Happy Independence Day America! We will be celebrating in style in Amelia Island with an enthusiastic 4 year old, live music, beach, sand, pool, bubbles, a road race and maybe a cocktail or two. Cheers!

21 comments:

Brian Miller said...

nice...sounds like you are in for a fun weekend...and yes it is our choice in how we are going to react...and had to smile at how you did...

poor customer service black lists stores in my my book

Simply Suthern said...

She wasnt disinterested in helping you. She was distraught that she allowed you to make eye contact with her to begin with. I am sure she will be working on that in her next re-education course online at Bestbuy.

vanilla said...

Good one. Our behavior is a choice, happiness is a choice; hence there is wisdom in suffering fools, if not gladly, happily. And your story is great!

Bossy Betty said...

Great reminders just before a busy weekend. Hope you enjoy yours!

Intense Guy said...

Enjoy your 4th of July hollydaze!

No wonder America's economy is in the tank.. with "help" like that...

singedwingangel said...

I am left speechless by both stories. Unlike you I would have been furious at the girl at Bestbuy and had no trouble firing off a letter to the company about her ineptitude.. THAT irritates me...

Ed said...

Hilarious.

Enjoy your weekend.

Blythe said...

Wow. Well.

So much for customer service!

Eva Gallant said...

At one point in my career, years ago, I used to teach customer service skills. Apparently that training retired when I did!

Brenda Susan said...

Hilarious is totally the perfect word for this post!! Thanx for the laugh!

Pricilla said...

There is no excuse for bad customer service. I was in the service industry and when I encounter it now it drives me batty.

And no one in Montana seems to know what it is...no one.

Marcy said...

This story angered me just by reading it. I'm glad you kept your wits about you. Definitely the right choice, but often the more difficult one.

Enjoy AI!

Dumbwit Tellher said...

Greetings to you Jenny, it's been far too long since this lazy blogger has sent you a comment. I think you were tuned into my rants this week. I notice more and more and more that fewer people in the service industry want to be there. No one smiles, greets you, let alone wants to help. They could care less if they represent the company that provides them a paycheck in a good way. It'd be tolerable if I didn't remember the days when you actually received decent and kind service. Maybe I can be hypnotized so that I can forget those good old days of great customer care? Have a fun..fun 4th weekend. What you have in store sounds fabulous. All my best to you,
Deb

Maria said...

Wow. Kudos for not losing it with the Best Buy girl. I would have gone to the store manager. If she is that uninterested in working, I bet there are PLENTY of people in this economy that would welcome employment AND do a great job...

Have a wonderful 4th with your family...Maybe Apple Martini's are in order?

Hookin It With Mr. Lick Lick said...

Yea, it's hard to get good customer service these days with all the people out there looking for work......amazing.

JDaniel4's Mom said...

Have a great time at the beach! I love great customer service. Wish you had received some.

Kristy said...

Have a great weekend!

So. Cal. Gal said...

I don't suffer fools gladly and I will go out of my way to NOT deal with an idiot.

I went into a specialty store and was treated like crap, even though they weren't very busy. I told several people that I would find another store with nicer people and was told, "Good luck!" I went through the phone book and found a place a little further away.

I went out there and got what I wanted from VERY nice people, even though the place was packed. Then I told them about the other store. They laughed and said, "Yeah, we get business from them ALL the time."

KittyCat said...

It syill amazes me how many dumbasses there are out there.

Good to hear you kept your cool.
I would of prob been a total bitch to the best buy girl.

It's like lowes hiring people who don't know a damn thing about the shit they sell.
Ugh

Jaime said...

wow. the stupidity of people amaze me. i give you credit for not hitting best buy girl over the head with one of those microphones.

Melissa B. said...

I love corn chips and buttermilk, too. And portable karaoke. But not lousy customer service!