3 things you can learn from Apple

Two words:  Customer Service.

I don’t spend a ton of money on many things (certainly not $18,000 on an iPod although I’m pretty sure my iPhone would be at least $1,000 by the same math).  But (long story short) a couple of years back my work was upgrading our then-blackberries and offered us a “stipend” towards an iPhone if we wanted, so I was able to score in iPhone and then rolled that into an iPhone 4 a little while back for very little added money, so I now sport a Siri-less iPhone 4 that I’m really happy with. 

I’m not really happy with the Apple earphones though.  The “cream of the crap” when it comes to earphones that sell for less than $50 in my opinion.  I’m on my third set since the beginning of 2011 including the set that came with the iPhone and two replacements that I bought in April 2011.  At $29 bucks a pop I’m in for $60 in Apple replacement headphones.

I’m pretty sure I lost the original ones.  I don’t really remember.  But the two replacement ones I got in April started breaking down.  Basically, they work fine except the microphones don’t work.  And because it’s really cold in NYC, I’d rather keep my hands in my pocket when I’m talking.

So yesterday I got the urge to call Apple and ask if they were under warranty.  No luck apparently.  The woman on the phone was really nice and very helpful.  She put me on hold two times to make sure she was doing everything for me.  She said she couldn’t find a warranty on headphones other than the 14-day return policy, but could offer me a refund on one of the sets, as I was on my second iPhone and they “appreciated” my business.  (Not sure how much of that is true, but she sounded sincere and that was important.).

So now I’m out $29 and have two sets of headphones with no working mic.  I decided to try my chances at a local Apple store on my way to the dentist.  I walk in and politely ask to speak with a genius.  Again, very nice.  I find my genius and explained what happened.  I showed them the e-mail confirmation that I bought the earphones on April 14, 2011, and asked if the earphones are under warranty.  The guy was very helpful, asked me my e-mail and what was wrong and then gave me a replacement set with a fresh warranty.  Score.  In less than 15 minutes I got a replacement set of earphones and my money back for the second pair.

Three key takeaways:

• I’m not happy because I got a replacement set and my money back on the other set.  I was really happy because they listened to me, acknowledged that my concern was valid and sincerely tried to address my concern.
• One of the customer service people was wrong, but it didn’t matter because of the first bullet.  Specifically, one person told me there was a 14-day return policy and no warranty.  The other person said it was one year for earphones.  I don’t really care who was right.  They both “did right by me.”
• I was very polite and made no threats or demands.  In fact, I told both of them that I could appreciate that it’s been a while since I got the earphones but would appreciate some help from them.  As a result, neither of them could reasonably believe they were trying to “save a relationship” with a customer.  Collectively, they addressed my concerns because they wanted to make a customer happy.

These “lessons” can be applied in business, as an ”employee” or as a spouse, mother, father, etc.  Especially when some one’s upset with you, the best thing you can do is listen and acknowledge them.  Even if you believe they are being unreasonable, they don’t think they are.  Want to solve a problem?  Truly acknowledge the person who is upset.  You’ll likely get them on your side.

Anyone can be wrong, but it’s not about right or wrong.  The important part of any customer service (or familial or employment) relationship is identifying and addressing the problem in the mind of the other person.  And remember, the voice on the other line is that of a person - a mother, father, son or daughter.  Treat them like you would treat your mother, father, son or daughter.  Cool?

Don’t worry about “saving relationships.”  While you can’t teach “wanting to make a customer happy,” you can train others or understand yourself that all customers want to leave happier than when they came in.  Don’t you like to make people smile?  Show it.

In the end, I was psyched and will remain a relatively-loyal Apple customer.  Oh, and the phone and store visit took less than 15 minutes total.  Score.

Anyone else have a great customer service experience with Apple or anyone else?  Anything that surprised you?  Of course I also have my horror stories, but Apple really exceeded my expectations and I didn’t want it to go unnoticed.  Maybe that’s why Apple went nuts this last quarter in sales and profits.
Until next time, put your credit card down and slowly step away from the mall!

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