I went to the Apple Store in Westfield today to have a Genius look at the faulty Sleep button on my iPhone. When I got to the Store twenty minutes early I nodded and smiled to the waiting groups of assistants near the door, none of whom tried to get in my way beyond saying hello as I passed. I made my way to the MacBook Airs to have a play, and launched the Apple Store app on my iPhone. The app noticed I’d arrived for my appointment and offered to check me in. Yep, thanks.
Back to those Airs. So thin, so light; they are so choice. If I had the means I very probably would pick one up. Although, perhaps a 15″ would be better for me. There’s no hurry. And, to be fair, I have no need whatsoever so I’ll just wait and see what comes out next year and then find another reason to put it off again.
However, before I can start poking through About This Mac there’s a buzz in my pocket and a notification lets me know they’re ready for me at the Genius Bar where Jonathan will be helping me. And fifteen minutes early too; that’s a first, although the whole of Westfield seems a little quiet today.
As I head over to the Bar to seek out Jonathan I’m easy to spot but nonetheless a red-shirted Genius hanging out at the end of the bar catches my eye and calls out my name, waving me over.
“The system works!” he jokes, catching my smile.
Jonathan has a look at the phone, verifies the issue, ticks some boxes on his iPad and heads off to get me a shiny new handset.
What impressed me about this trip was not the resolution to the issue itself, but how Apple keep you involved in the appointment process and create a bond directly between you and the Genius before you even see each other. Personal touches like this are why I enjoy going to Apple Stores, even when it’s just to get a repair done on a faulty bit of kit. Are there many other companies whose retail experience leaves you feeling this way?
