Watch This Video! Apple Customer Service Is All About “Problem Solving and Delivering The Unexpected!”

Play the video above and put a smile on your face – because this short video of my 15 year old son in an Apple Store is pure "customer service magic!"

Young Shane had convinced my wife and I to shout him a new computer, so before we knew it, we found ourselves in an Apple Store.

When he chose his computer, Shane was asked by the Apple assistant if this was his first purchase from an Apple Store?

Shane's answer was 'yes' – therefore activating the "over-the-top standing ovation celebration ritual" that all virgin customers receive!

I knew what was coming and therefore captured it on video!

(See Shane's somewhat embarrassed face as he leaves the store!!)

Now THIS is what I call "WOW!"

Take some lessons from this for your business.

More people visit Apple's stores than the Walt Disney Theme Parks!
How do they do it?

Obviously great products, but also great training for staff, as they are told that they must provide great customer experiences.

My teenage son's unforgettable experience is an example!

Their employees are trained not to sell, but rather to help customers solve their problems!

They have no sales commissions and no targets!

Apple's guidelines are:

• Approach customers with a personalised warm greeting
• Probe politely to find out customers' needs
• Present a solution for the customer to take home today
• Listen for and resolve any issues
• End with a friendly farewell and an invitation to return

Hey – and how's this for a wow?

Apple stores have a Genius bar, where you can make an appointment with a Genius, who will work with you to fix your problem.

During your session, your Genius will gather information about your problem and answer your questions.

If your product requires repairs, the Genius will discuss repair options, explain any charges and prepare your equipment for repair.

Most sessions last about 15 minutes, but some may take longer, depending on the issue.

Now THAT'S what I call VIP "wow" customer service that knocks your socks off!

And that's the type of "wow" you need to consider for your business, so that your extraordinary service becomes water cooler conversation tomorrow!


Like Disney, Apple Stores aim to deliver a stunning "customer experience" – not just good customer service.
There is a big difference!

We all expect "good customer service."

In my Marketing Coaching Programs (, I teach businesses to "deliver the unexpected."

Can you imagine how you'd feel when you put your vehicle in for service, if the car mechanic actually went the extra mile and washed and vacuumed your car before you picked it up!?

Or just imagine if he went one step further and put a surprise gift of a box of Cadbury chocolates on the passenger seat!

Now THIS is delivering an unexpected "customer experience!"

Think about how YOU can do the same for your clients.

…..And if you need help, check out



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