There was a time, when buying a Mac meant a trip to your neighborhood independent Apple reseller. Just about the time Apple decided to take matters into their own hands and open their own stores, the cell phone industry exploded, thanks in no small part to the growth of independent cell phone providers. All of those kiosks in malls and standalone independent phone dealers add a substantial amount of revenue for AT&T each year. Many offer contracts with different carriers. What better way to get them to get more customers onto your service than to arm them with the most sought-after cell phone around?
Instead, these dealers are left with the unenviable task of talking down the benefits of the iPhone to get customers to purchase a different phone. Even though there are still no superior phones to the iPhone yet, more and more decent touchscreen competitors are springing up. And guess what? They aren't on AT&T's network. So in essence, you're making your own resellers push customers to competitors.
Let's go back to the Macintosh resellers for a moment. These are stores who have stuck through thick and thin with Apple for years and years. They did the heavy lifting for Apple, taking the time to fight the hard fight, to give the best, personalized service, and to evangelize, from the heart, about why the Mac was better. It could be argued that these days Apple gets far more revenue from their own stores than these resellers, so therefore they aren't important. Well, guess what? They are important. And the proof? Well, they're still standing. All those years of building customer relationships continues to pay off. Even as Apple continues to open more and more flashy stores, there is a base of customers who continue to buy products from their tried and true reseller. Maybe the local Apple Store is too far away. Maybe people don't want to brave a mall just to ask a computer question. Maybe the jig is up, and people realize that getting a knowledgeable genius in an Apple Store is really hit or miss these days. Whatever the reason, People still choose resellers.
There have been fundamental clashes before about how products were being distributed, with some feeling resellers were getting shut out. Eventually though, (some) product would arrive. It's a far different story with the iPhone.
I cut Apple some slack on this issue with the original release of the iPhone. After all, it was a new product, and a small(er), controlled rollout could be justified. We're over two years in now, and there's no justification beyond greed. We know the phones can be activated at home, why not allow more people to sell the phone. And with the announced deal to sell the iPhone in Wal Mart, doesn't that shoot the whole theory that this is about controlling the point-of-sale experience? We've visited two Wal Marts (and will continue to do so) and have yet to find a person who could tell us about the phone, or even a working demo model.
The Apple and AT&T resellers would both show far more passion and knowledge in selling the iPhone. It is inexplicable these two groups, who have shown their loyalty to their respective corporate gods, are unable to sell a product they want to sell and could sell with far better enthusiasm than Apple's current third-party iPhone providers. I hope Don Mayer at Small Dog Electronics is right. In his predictions for 2009, Don predicted that "Apple will allow its top independent resellers to sell the iPhone." It's the right thing to do, and way overdue.
This is the first in our series chronicling visits to Apple Stores around the country. Want to help? Send us your store experiences at feedback@thedigitallifestyle.tv
As promised during the last installment of tDL Live, here's my take on the Apple Store 5th Ave. My recent visit (Pre-Thanksgiving) to the store was also my first and I need not take 300 words to talk about the cube . . . it's cool.
Store traffic was high for a rainy Saturday in a down economy. Not only were there many people, but many bags . . . consumers are buying. The store seemed well staffed, I didn't really notice many people standing around looking confused or helpless and I was happy to see the store had a real POS, instead of a small army of specialists swarming with easy pay machines. This is in stark contrast to my local store where it's easy pay, or nothing (I don't know about you, but this easy pay really isn't).
As expected the genius bar and iPod bar were busy and creatives were conducting their one to one sessions.
Overall I enjoyed my first trip to the iconic 5th Ave. store. I'm wondering how they sell desktops though. How would you get it out of the store and what would you do with it once you did? If anyone has purchased a Mac Pro from the 5th Ave. store I'd love to know how they handled that.
As many of you know, this website and video network was founded by former Apple employees. Often, people ask us what it's like working at Apple. Well, that's a topic for several blog entries. Another frequent question: "What did you learn while working at Apple to use in the future?" This question usually comes from people considering a job at an Apple Store. Often, their first job out of college. Jamie and I tackled this question in a recent Root Access episode (below).
In general though, here are a few things about working in Apple Retail: 1. You don't have to work for a company because you like it. I remember before working at Apple the countless hours spent checking out the latest Apple news and rumors. A task that was much harder and far fringier in those days. Working for Apple though, certainly took away some of the magic and mystique.
2. If you have technical skills, consider your options. While Mac Geniuses are decently paid by retail standards, if you truly have a grasp of the technical side of things, you could make far more outside of Apple, or even inside Apple in another capacity.
3. Apple Retail isn't the farm league for Apple corporate. While I know many people who've made the leap from Apple retail to "real" Apple, it is a tough road, especially for those who aren't on the programming side. Initially, working for Apple will get your foot in the door, in terms of things like visiting Cupertino (if you're a genius) and yes, there are stories of potential geniuses who were snatched up, and brought on to engineering teams while attending genius training. This is NOT the norm. My rule of thumb would be, if you work at an Apple Store for 18 months and don't see a path to another part of Apple, get out. I personally know three people who ended up in Cupertino by working in retail, then taking my advice and leaving, before getting the call to corporate.
4. If you're retired, think twice. For older Apple fans, the store can look like a fun, and energetic way to spend a few days a week if you're looking to get out of the house. I would strongly advise visiting the store multiple times to get a feel for the actual demands of the store. Some stores are laid back, while others are, in nicest terms, a zoo. Just know what you're getting into.
The bottom line is, if you're looking to start a lasting career, it's nice to have Apple on your resume, but don't expect it to work wonders. And unless you want to develop a career in retail, get out at about the 18 month mark.
Personally, I worked for Apple for about three years. In that time, I was able to change jobs three times, and even helped with some special internal projects. By that time, it was clear there wasn't any sense in staying unless I wanted to continue in retail, which if that's your thing, then fine.
Also know that depending on the crew in your store, it could be one of the most entertaining jobs you'll ever have. It can be hell at the mall too, sometimes with the same people... Look for more in a future blog post.
Good Morning! 7:45 in the AM here on the East Coast, and lines continue outside of a Philadelphia area Apple Store. As of my last count there are 30 people in line, and more are lining up by the minute. It remains unknown how many or of what capacity phones are going to be available today. These folks are going to be in line for the next two hours in the hope that they'll be one of the few to have this phone within the first week. One person I spoke to confirmed they've been in line since 6:00am. If you want one of these phones . . . get in line EARLY.
Did you wait in line before store opening? What time did you get there? Did you get the phone you wanted? Let us know.
This is a picture taken about 45 minutes ago outside the Apple Store at the King of Prussia mall outside of Philadelphia. Despite activation issues, people are still in line (well why get out of line now?) in the hundreds to get the iPhone
I came across this story over at The Consumerist describing a customer's experience at one Apple Store versus another. It seems the ball was dropped on a repair issue that forced the customer to take his computer to another Apple location where the repair was expedited and completed immediately. As a former Mac Genius, and current Apple Store customer, I do believe Apple provides the best customer service experience in all of retail today, however sometimes the quality of service may vary based on a few things.
When. The time of day you arrive can greatly affect your service. I found I provided my best service earlier in my shift, either 9am or 1pm if I was closing. Also typically the Genius Bar is less busy when the store first opens (although there may be a flood of broken iPod customers) and less busy on weekdays.
Where. If you happen to live near multiple Apple Store locations, I'd pick the one that is typically less crowded. Not only will you probably receive more time with a Mac Genius, but they should have less repairs in their queue, ensuring you get your repair back faster.
Who. Sometimes is all comes down to the Mac Genius who helps you. The reality is some do a better job than others. Some are more knowledgeable and experienced, and just interact with customers better.
This weekend I had the pleasure of visiting my local Apple store. Well, pleasure may be too strong of a word- if at all possible, one should avoid visiting the Apple store on a weekend, ever. (Especially a holiday weekend!) That said, here's a rundown of my exchange experience.
Being both a tree-hugger and a technophile, I was very happy to learn about Apple's iPod recycling policy. When it came time for my old Nano to visit the big Apple logo in the sky, I was happy to hand him over to a nice customer service representative (I'd like to give resound high marks to Kenny, the associate who helped me. He was polite, friendly and apologized for the ridiculous wait I had to endure...why did they remove all but one cash rap? I feel like I'm always standing over there, with some weird request that the Windows-toting hand held machines the staff all carry can't handle. Bring back the registers please, Steve!) I was even happier to get 10% off my purchase of a new Nano, after filling out a simple form with my name and contact information. The associate then took my old iPod and wrote in the serial number on the form. A swipe of my credit card later, and Kenny was emailing me my receipt (yay less paper refuse!), while giving me the option for a printed receipt if I'd prefer. I can understand why you may want a paper receipt when making a major computer purchase, but I was more than happy to forgo the wasted pulp for a Nano purchase. The receipt showed both a scan of the recycle option (rings up as a penny) and the 10% discount on my 199.00 new iPod.
Don't throw away those resumes for the Genius Bar just yet! Yesterday our resident genius gave you the top three reasons to NOT work at the Apple Genius Bar. Well today Jamie's back with the three reasons you'll want to work at the Genius Bar.
So you want to work at the Genius Bar at the Apple Store? Not so fast... Our resident former genius gives us his top three reasons to NOT work at the Genius Bar. Don't get too flustered though: Jamie will be back with the top three reasons TO work at the store later this week. Enjoy:
For those of you in Canada, get ready for another free t-shirt! Another Apple Store is on the way! "The Mayor" over at Mactropolis.com fills us in:
Ah, all my good friends in Vancouver must be happy happy that they’re getting their first Apple Store. The new store is scheduled to open this Saturday, May 24th. W00t! For you Vancouver-ites, Vancouverians? (nevermind) the store address is 701 West Georgia Street in the Pacific Centre Mall. On the 24th, the store will open at 10AM and close at 7PM. Sundays will be 11AM to 6PM, Mondays and Tuesdays will be 10AM to 7PM, and Wednesday through Friday will be 10AM to 9PM. Congratulations to everyone out in Vancouver. I’m sure it’s going to be a great new store. That is a great location at any rate, have been there many times.
I realize the title of this post might be a bit confusing but so is the problem so stick with me. I was one of those early iPhone adopters so I've had the device about as long as anyone. I'm a moderate user so I don't claim to have the most time spent tapping away at the multi-touch keyboard but I've now been through 2 iPhones (one was replaced at my local Apple Store) and they both seem to think that when I type the word tonight it should be immediately followed by a "?"
No, I don't understand it either. In fact, yesterday was the first time since owning the device that I've actually wanted a "?" after the word "tonight". It certainly was convenient that my iPhone suggested that so all I needed to do was press the spacebar and PRESTO a "?" followed "tonight".
There has been some speculation that the Multi-Touch technology is adaptive and learns what you are likely to be saying or your own personal usage. I've not found this to be the case when it comes to "tonight". I haven't noticed this same pattern with any other word, but if you have, please leave a note, it'll be interesting to see what other words to be on the lookout for.
I was in NYC this past weekend for the New York Comic Con, and ended up checking out the 5th Avenue Apple Store for the first time. This location has been open for a while now so I am not going to bore you with all of my impressions, but a few things did cross my mind while I was there.
1) How exactly do they manage to keep both the outside cube structure and the glass staircase so clean? Having worked at Apple Retail, I was always shocked how dingy our counter tops and floor would be, even after scrubbing by the Mac Specialist. The 5th Avenue store however appeared spotless, even on a busy Sunday. You would expect their famous glass staircase to be filled with muddy foot prints, yet it was pristine.
2) The Mac Specialist didn't appear to be doing very much. Almost every employee I saw, outside of the Genii and Concierge appeared to be just standing around. I didn't see anyone giving "rides" on iMacs or demoing Apple TV, but I also didn't see customers looking around for help either. The store definitely feels more like a tourist exhibit than it does a retail store. I wonder how the Mac Specialist are graded on their performance?
3) Despite the enormous Genius Bar and iPod Bar, I still saw plenty of people with broken iPhones and iPods with that familiar look of disgust on their face. It's the same look I saw daily in my former thirty foot Apple store. I guess large bars and more genii don't solve the real problem which is facing Apple retail. Quality control.
Having worked in Apple retail, and now being away from it for a year, I would summarize the 5th Avenue store as a nice place to visit...but I wouldn't want to work there :)
Oh no, first time posting to the amazing Blog that is thedigitallifestyle.tv! I expect lots of mercy to be shown, folks. I wanted to tell a brief story of how things happened that led to my being hired at Apple Retail. I had been a long time Mac user and evangelist, starting with the Lisa in 1983. I was working for a restaurant company and they had asked me and my then wife, to check into computers to use at our stores. I spent a ton of time looking at every type of machine available, and there weren't that many, and was frustrated beyond comprehension. One day, on the way home from a meeting, we stopped at this tiny hole in the wall computer store, the incomparable Sunrise Computing in Chambersburg, PA. While I was listening to the salesperson sling the pitch, my wife had sat down and thrown together a spreadsheet to use for scheduling the staff! She had little computing background, and so that was it for me, we had our machine, the 512k Fat Mac from Apple Computer. I was completely enamored with that machine, and spent every waking moment playing...er... working on it.
Over the years after the big discovery, I worked at various types of places, all involving the Mac, ComputerLand, Computer Factory, and so on. I took a few corporate jobs during that time as well, usually helping companies ramp up a Mac launch, or something along those lines.
I met many folks involved with Apple, and became friends with a few. I always joked with them that they should hook me up with a job with the mothership, Apple itself. That was just a dream, what could I possibly qualify for?
Hmmmm, then came Apple Retail!
I moved back to Pennsylvania, and heard that an Apple Retail store was opening in (my area), just a few miles down from where I was living. I freaked and got my application to them as fast as I could. Alas, I was not in time to get considered for the opening crew. I was devastated, but at least I had a job at the time supporting Macs at a great advertising agency in () PA., so it was all good!
I stopped in at the store frequently, and left my resumé one day, and was told that they would be calling soon. I was confident my resumé (CV for your overseas folks) had the stuff needed to get considered. I had truly been there, done that, and had a ton load of t-shirts!
But, again, no call. Again, the heartache of not getting in.
But all was not lost. A few months went by, and one day I had a call from their one assistant managers, and she wanted to know if I was still interested. I was cool, and smooth as silk. I screamed YES I WAS. Ahem, then we talked a bit, and she was wonderful and encouraging, two things you don't get too often with managers looking to hire. We set the date up for an interview with another assistant, which went super, and the manager and I met that same day. Paperwork was sent in, all things came together, and I was in! They only had a part time sales spot open, but I did not care, whatever it took, I would do, and wait for my chance.
The remarkable thing was the feeling I got from the interview process. At every step of the process, I was treated so well, like family. I told all of them that I had never come out of any interview process before feeling better about myself than when I went in! As an older guy, I thought I had seen and experienced it all, but I was wrong. Those three ladies remain with the company to this day, and have succeeded wildly.
I was a nervous wreck my first day, but within minutes, the management team, and the employees made me feel like I had been there all along. A few weeks passed, and one day during a lull in the action, I was asked if I ever had heard the story of how I cam to be called for the job. I said no, but was dying to hear the scoop.
It seems that the manager who called me had been cleaning some filing cabinets out and found my crumbled up resumé behind the bottom drawer! She read it, spoke with the other manager, and the rest is history.
For bonus points, can you guess who the person was that took my resumé? I believe he is a big shot at thedigitallifestyle.tv.
I have nothing but fond memories of my time with Apple. I rose up through the ranks quickly, and enjoyed and remember every single moment. The friendships, the laughs, the love, the learning, the converts to Mac, what a time.
I know that times change, and people change, but one thing will always remain a constant with me, the friends and relationships I developed at Apple,(including another location,) a store I went down to help open up. Those people, though I have not always stayed in touch with them, have always been there when I have reached out. Those of us that were employed during that time, and at those stores, truly were blessed. I have visited some stores recently, and have to say that things do feel different. Apple is hugely mainstream now, and it just isn't the same. But at the core of any Apple Store, there remain people that truly do care that you have the best experience, that truly want you to love your Mac, or iPod, or iPhone. They would work for Apple just for the staff shirt and lanyard. Seek them out, buy them a cup of Starbuck's, and enjoy the stories they can share. You will be impressed.
If you live in either Philadelphia or South Jersey, most likely Apple has already spammed your inbox announcing the new Cherry Hill retail location.
The grand opening is Saturday March 29th. If you're a Mac fanboy or even just a casual Apple user, I highly recommend checking out an opening in person. When the doors open you will be greeted with some thunderous music and enough hooting and hollering that you might actually think a rock concert is about to begin.
As someone who was lucky enough to work as a Mac Genius during such an opening, I can honestly say it was one of my best experiences while at Apple. You definitely feel like a rock star, even if only for a few hours. It's also one of the few times where the job doesn't feel very much like a job, and in retail those day are hard to come by.
The employee turnover at Apple appears to be much higher now than when I worked there. That's to be expected in high volume retail. Chances are many of the faces you see tomorrow in Cherry Hill won't even be there come winter. Retail has a way of chewing you up and spitting you out. But these sort of events and the people you work with are what made it all worth it.
Of course the pay wasn't bad....and the endless supply of black t-shirts, and the free iPods....Oh and the groupies....hmmmmm groupies :-P
Taking your computer to an Apple Store, and leaving for repair requires a certain amount of trust. As mentioned previously on Root Access, there will always be people who will take advantage of the system, and may look at things they aren't supposed to on your computer. But what happens when Apple replaces your computer? Where does your existing data go? Well, the short answer is it's hard to tell.
For the full story, here's our segment from Root Access talking about data privacy on replaced machines:
