The MacBook Pro (from store.apple.com)
Well, I have finally made the decision. The decision I have NOT made with the last two computer purchases. I am finally switching to a Mac.
A MacBook Pro, in fact. Will probably happen sometime in the next month or two. And I can't wait.
So I stopped by an Apple store at a crazy-silly-busy-suburban Atlanta mall yesterday with a friend. Not to make the purchase, but to ask some questions and learn as much as we could.
So, we walk into the store, only to see about 1,200 people in there. I almost turned around and left. But we headed in anyway and started looking at machines. And we were overwhelmed, to be honest.
[btw, the last Apple computer I had was an Apple IIc. It did enable graduation from college.]
Eventually we make contact with a gentleman named Matt. Young fellow. Just what you'd expect from an Apple employee (earrings, headset, cool hip Apple clothes, graphic designer by trade).
And if I had my wallet, I would have bought on the spot. He was the most engaging fellow, and man oh man did he know his stuff. Spent an hour with us. Answered every question. Answered every. stoopid. question.
I will just cut to the chase, so allow me to simply list the reasons our interaction with Matt solidified my conversion to a Mac. Pay close attention and apply his tactics to your situation:
- He cared. He genuinely cared about our (my) stoopid questions. Never once losing patience with the inane crap coming out of my mouth.
- He actually said "Hey no worries. I have nowhere to be. Let's take our time!"
- Being long-time PC users, we are burdened with PC thinking. He spent time explaining that the transitions would be easy ones...
- But he also walked us through ways to keep as much of the PC experience, in case we needed to.
- He really knew his stuff. I suppose Apple does a solid job training their people, but I don't know this for sure. In any event, he knew a lot.
- He was prepared for - and anticipated - all our (my) stoopid questions, with easy to understand answers and good metaphors to help goofs like me understand.
- He didn't upsell. Yeah, he could have sold us on higher priced equipment, but after carefully listening to how we use our machines, made it clear we would do well with less potent machines.
- He. was. for. real. There was no "fake" in this guy. He sincerely came across as if he would rather be nowhere else.
- He was passionate about Apple. I asked him about the iPad, curious to see how he'd respond, and wondering if he'd come across lukewarm. And frankly, after his passionate response, I now want one.
- Apple salesmen do not work on commission. Which was glorious. Whoever decided on that policy ought to be commended. When I asked for Matt's card, he said "Hey, I don't work on commission. So remember, anyone here can serve you well."
But the critical lesson here? He cared about us. He cared that all our questions were answered. And he cared enough to spend an hour of his day helping us learn, KNOWING we were not going to buy that day.
The point is, if you sincerely care about your customers and prospects, you will market yourself well. However that manifests itself...