Filed under: Retail, Books and Blogs
How to go from "You're hired!" to "You're jaded!" in 4 months or less
Stumbled across a blog today, written by an Apple retail store employee in a New England state, whose name I won't mention and whose blog I won't link to because I don't want his firing to be on my conscience.More after the jump...
The first post I read, dated this month, said:
Dear customers, If you have to ask these questions, and you're not satisfied with our answer, we're not your problem:
"I'm like, on the swim team, and I was uh, like, wondering if I could take my iPod in the pool with me?"
"Get me the number for customer service! I bought this iPod 15 months ago and I dropped it and there's a dent in it now and it doesn't work and why won't you people replace it??"
"Why won't you tell me what my six-year-old computer would sell for today in your store?"
"But the guy at Best Buy said you carry the iPod connection kit for the car stereo they just sold me!"
We don't know why. There weren't even that many customers today. But holy shit, what kind of idiot are you? The kids who came in at the end of the day reminded me why I quit teaching High School. They sat they giggling at each other and yelling "dude, I can't believe you, that one smells SO BAD!"
Ok, I thought... so this guy seems to work at an Apple store somewhere. I wonder if he has anything juicy buried elsewhere in his blog? I skimmed a few more pages and then came to this post, which is from about 4 months ago (excerpted from much longer post)
The other nice thing was that really, Apple users are a friendly bunch. I think I chatted with at least three other customers (a PB 12", PB15", and an iMacG5 user), just about our machines and life in general. While they were scanning my hard drive, I was able to use their in-store computers to check my email and do a bit of web-browsing. The staff was friendly, too. The Mac Geniuses allowed me to look on behind them as they fixed other people's computers. I saw the inside of an iMacG5 for the first time.
And, well, I totally picked up an application when I left. I really like the idea of working there - hell, I could handle it for 3.5 hours, if I actually had something to do and monies in exchange for those services, I think I could like it. Oh, and steady pay, and health insurance - those things rock, too.
Is it just me, or does his attitude need a little adjusting since he got his Apple dog tags? Four months ago he was in awe of it all. Today he's obviously jaded and unhappy. Keep referring to your customers as idiots, pal... you won't have to worry about them for much longer if you keep it up.
Dear customers, If you have to ask these questions, and you're not satisfied with our answer, we're not your problem:
"I'm like, on the swim team, and I was uh, like, wondering if I could take my iPod in the pool with me?"
"Get me the number for customer service! I bought this iPod 15 months ago and I dropped it and there's a dent in it now and it doesn't work and why won't you people replace it??"
"Why won't you tell me what my six-year-old computer would sell for today in your store?"
"But the guy at Best Buy said you carry the iPod connection kit for the car stereo they just sold me!"
We don't know why. There weren't even that many customers today. But holy shit, what kind of idiot are you? The kids who came in at the end of the day reminded me why I quit teaching High School. They sat they giggling at each other and yelling "dude, I can't believe you, that one smells SO BAD!"
Ok, I thought... so this guy seems to work at an Apple store somewhere. I wonder if he has anything juicy buried elsewhere in his blog? I skimmed a few more pages and then came to this post, which is from about 4 months ago (excerpted from much longer post)
The other nice thing was that really, Apple users are a friendly bunch. I think I chatted with at least three other customers (a PB 12", PB15", and an iMacG5 user), just about our machines and life in general. While they were scanning my hard drive, I was able to use their in-store computers to check my email and do a bit of web-browsing. The staff was friendly, too. The Mac Geniuses allowed me to look on behind them as they fixed other people's computers. I saw the inside of an iMacG5 for the first time.
And, well, I totally picked up an application when I left. I really like the idea of working there - hell, I could handle it for 3.5 hours, if I actually had something to do and monies in exchange for those services, I think I could like it. Oh, and steady pay, and health insurance - those things rock, too.
Is it just me, or does his attitude need a little adjusting since he got his Apple dog tags? Four months ago he was in awe of it all. Today he's obviously jaded and unhappy. Keep referring to your customers as idiots, pal... you won't have to worry about them for much longer if you keep it up.
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Reader Comments (Page 1 of 1)
Tony said 10:42PM on 7-23-2005
Nice find! Retail is a tough row to hoe, even at a well-run store.
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random said 10:47PM on 7-23-2005
To be fair, if you work in technical support as I have done for a total of 4 years, after a while, a lot of customers seem like idiots. And if you work in the division where I work, people are just plain RUDE to you. Because it's impersonal (not face to face), people feel like they can yell, scream, and belittle everything about you and still expect service from you. And polite service they do get. Always.
Besides, it's his personal blog. He's just venting. If he didn't, he'd probably explode from bottling it all up. There is absolutely no need to look down upon him from on high and assume he shall be fired for being a little negative to the world at large. It's a highly stressful business, retail/tech support. If he's on the floor, he has to add sales to that or else it is his job. Don't judge people for being jaded after enduring the reality of a so-called dream job.
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Dan said 11:15PM on 7-23-2005
From working two tech retail gigs I would say this is pretty accurate. The first two comments cited are pretty similar to what you get all day. Sure, you meet some really nice people that are fun to help. You also meet some of the most mean-spirited people walking the earth.
I support the contention that the blogger is just venting and his personal views may be far from his perceivable attitude when working with customers. You can hate a person's behavior and still pretend that you're detached and 110% friendly, which is essentially what retail asks (I'm not going to pretend everyone does this, but Apple stores seem to be pretty upbeat). Time I spent in tech stores taught me many of the same lessons I learned in food services. I think everyone should work one of the two just once in their life to learn more about human nature and treating others with respect.
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Dan Pritchard said 11:47PM on 7-23-2005
Actually, Apple employees are expressly forbidden from posting "pictures, descriptions, or opinions" of any "Apple product, service, or initiative" on their personal website. To me, that meant that I wouldn't mention anything Apple-related on my blog. Also they're forbidden from posting altogether on any mac-related websites.
I might have a couple words wrong, but that's the policy they had when I worked there in '04.
Disclaimer: I don't work there anymore and make no claims of current accuracy.
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Pat said 12:22AM on 7-24-2005
I feel for the kid. I really do. Working retail, even in an Apple Store has to be brutal. Keeping a public blog where you post all the stupid stuff that happens and is indexed by the search engines...maybe not so bright. It was nice of you not to link to the site, but go easy on him. Go back and watch Clerks and then the next time you are in a store, any store, observe the customers then come back and tell me he's wrong.
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Ryan said 12:37AM on 7-24-2005
My brother started working for an Apple store approximately a year ago. He still works there, but unfortunately for him (and many of his fellow employees), working for our beloved company in a retail capacity appears to be pretty standard fare. Being Apple, at first it was great - he loves the Mac and started working for the company at a fantastic time. iPods were selling like crazy, he works at a high-volume store, gets some nice bonuses for meeting sales quotas, and the buzz surrounding Apple seems to be at an all-time high. But as time passed he grew frustrated with things like pay/raises, store (and regional) management, turnover and the fact that working with the public can be stressful, among other things.
Having worked in retail, I can relate. What you tell your customers and what you tell yourself (or the world, anonymously) are often very different things. Sadly, the plight of the blogger (and my brother) is far from unique. As Mac fans we obviously come to expect more from the company we adore, but when it comes to Apple retail, the products employees are selling might very well be 95% of what differentiates them from those hawking clothes at the Gap and Eddie Bauer or hardware at Sears. This is unfortunate because it's Apple, and deep down we feel they can do better. I know Ive thought to myself, Hey, since I love the Mac, it could be great working in an Apple store! But calling employees jaded and telling them to get attitude adjustments based upon what I presume to be a limited understanding of the situation might not be the best way to give constructive feedback.
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Apple Retail said 2:03AM on 7-24-2005
I agree with the last post. I too worked for Apple retail, and to call that blogger jaded is unfair. He is put through a rigor that you would never expect from GAP or Sears, Apple retail is the Nordstroms of computer sales, except they don't reward you as well for your work. I sold half a million dollars worth of merchandise for my store in 9 months, and I never got a bonus or any sort of extra pay. Apple does not pay commission but they still threaten to terminate you based on sales performance and what you can sell with a computer. That is fine except there is no reward for doing well, so they motivate you out of fear, you will lose your job. On top of all of that, the retail enviroment turns the best of us against our fellow man. So cut him some slack.
P.S. Just so you know once you don't work for Apple the magic defiantly comes back, while I was there I started to loathe seeing my computer at home. I am back to full Mac love though.
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nthdegx said 4:41AM on 7-24-2005
Mac expertise aside, the first job of anyone in retail is to be polite to and respect the customers and the public. Although there's no indication he didn't do everything he should have, this worrying lack of respect certainly isn't a good sign. Some of those questions might seem idiotic, but actually giving a reasonable answer to them is probably rather a challenge: a lot easier than, say, answering clock speed queries or any other Apple tech question you either know or you don't. Personally, I'd relish the opportunity of enthusing these customers about the possibilities (and also the limitations) of technology (the Mac evangelizing comes later) even more than swapping geek-tips with the clued-up customers that come into the store. The tech-stuff anyone can learn after getting the job. Apple should concentrate on employing people with real people skills. Maybe he just had a bad day -- but, you know, I'd be venting (with tongue in cheek) to my girlfriend, not on my weblog.
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Pat said 11:07AM on 7-24-2005
nthdegx, have you ever worked retail? The whole point is that the repetition wears you down. Of course nobody starts a job looking to get jaded or annoyed, but it happens. That's just the way retail is these days.
You think that you are going in to spread the love of technology and all your boss cares about is making the store's numbers. "Make you sure you push a digital camera or a printer with that mini!" "Don't spend too much time with the customers who know what they are doing."
Sure, you could say it's a management problem...and it is. But it's also what retail is...
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Laurie said 11:37AM on 7-24-2005
Now that I've read more of his blog, I will cut the guy a little more slack. He doesn't seem as jaded as that one post made him sound and in other recent posts he does reaffirm that he still enjoys working there, likes his co-workers and likes helping customers.
The problem is this is the internet and if I found what he wrote, anyone can find what he wrote and that's "a bad thing." He's young and has demonstrated very bad judgement in venting in public - at least as far as Apple policy is concerned.
I DO work in tech support, folks. I have also worked in am Apple-related retail environment, for one of the largest apple resellers and service providers around. My friends and co-workers at the time can regale you with stories of how I'd vent and blow off steam when it seemed like every person that I dealt with that day had rocks for brains. But I didn't leave a public record of my bad days. And having had days like this kid has had (and will have more of, I'm sure) I can tell you that you can and you must adopt a better attitude in order to do that job day in-day out.
He calls himself a "wage slave" in other posts and that's the part that will hurt him. The moment you care more about the paycheck than the job, you're doomed. It doesn't matter if you have quotas and attachment rates and goals to meet - because if you genuinely care about the job, you'll be much more successful. Trust me on this one...
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peterb said 3:23PM on 7-24-2005
OK, this is some sort of new weblogs, inc. low point:
(1) No link to the topic being discussed in the RSS feed.
(2) Annoying and unprofessional use of stupid "after the jump!" meme, which makes no frigging sense on the web
but then topping it off:
(3) actually NOT LINKING TO THE SOURCE OF THE STORY AT ALL! It's the Unofficial Apple Weblog! Here's some stuff! It might be true! It might be bullshit! You'll never know!
thanks, guys. GREAT job.
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Laurie said 3:42PM on 7-24-2005
peterb -
1. I don't know how you get your RSS feeds, but EVERY article is linked to in each feed. In NetNewsWire, for instance, you can click on the title of the post or the link that says "permalink."
2. "more after the jump" is commonly used so that it's clear (particularly in an RSS feed) that there is MORE to the post. We tend to split long posts onto 2 pages so that more fresh content can appear on the home page.
3. I state in the first paragraph WHY I am not linking to the source. But if I found it in the midst of a casual search, anyone can find it. If you really won't sleep tonight without reading this guy's blog tonight, try harder.
4. Have you considered more fiber in your diet? Seriously... lighten up! It's Sunday and tomorrow things will only get worse :)
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LD said 11:00PM on 7-24-2005
Customers ARE idiots. They just don't like it when you tell them that.
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cellophane said 11:40PM on 7-24-2005
Whatever. Those are really stupid questions and those people must be idiots.
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Aaron said 11:56PM on 7-24-2005
Actually this is quite normal for a low-level "bench tech" in a retail store. The job sucks, customers suck, products suck, and he/she is always expected to have the answer--and is the scapegoat otherwise.
The unfortunate fact is that stupid people use "computers" and "technology" as their way to avoid rational thinking. These same people frequently use "questions" as a shortcut to thinking.
Example: Remember battery powered portable radios--the small ones. Would you ask your sales rep if you could take it into the pool with you? If so, you're just avoiding utilizing your brain.
For some reason certain people have turned off their thinking caps when it comes to anything related to new technology and "computers". This is a blessing in disguise though and "technical" people everywhere should count their blessings.
Why you ask. Because the guy who fixes the small portable radio makes about 1/3 of what the guy who fixes the IPOD, iMac, i"Device".
Lastly, and a special word to the referenced blogger, fixing computers and small devices is about the lowest on the technology totem poll. So before you start knocking your less-than-savvy customers, remember this, you're just another cog and the clock your in is ticking its way towards China.
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Thomas Shao said 2:03AM on 7-25-2005
I work in retail also at a pharmacy. While the customers are obviously different from those at an Apple store, the questions are just as stupid. Just the other day I had a customer come in to buy a box of Sudafed 12-hour tablets and ask me how often to take them. Well, every 12 hours like it says on the box. That said, there are a lot of other customers who are just so nice, friendly and knowledgable that I could answer their questions all day long.
So I can totally understand where this guy is coming from. A lot of customers just don't think before they ask questions. Just the smallest bit of common sense would save a lot of stupid questions.
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James Brickley said 8:48AM on 7-25-2005
I do advanced tech support for financial brokers and career agents who sell retirement investments. Believe me, this guys experience with the 'general public' is nothing compared to the verbal abuse I have to endure. Most of my customers are older cheap luddite millionaires who think they are VIP's. So I get a lot of 'I don't have the time for you to fix my spyware infection!', etc.
Believe you me, it's not easy to clean 2,500 spyware items off WinXP! The last one I fixed took three days (4 hours per day) to completely get rid of all the spyware so it didn't just re-install itself. (re-installing Windows was not an option, the guy didn't have a good backup strategy. And it would have taken longer to re-install Windows all the apps and restore all the data). When I come home to my Mac's there's always this overwhelming feeling of relief!
It's very very very stupid to blog about the company you work for! Unless you want a one way ticket to the unemployment office. Of course, I get paid 20 times better then an Apple retail staff member. People should not get a job working at an Apple store just because they love their Mac's! They should seriously consider what retail work is really like because it's the same working for any retail store. You have to maintain your cool and you need a huge amount of patience as well as the ability to not take the stress with you when you go home. All technical support and sales roles need the same skill. There is high turnover in most help desks because it's a difficult job that needs the right kind of personality to handle it. It's all about not letting the ID10T's get you down! If someone flips out on you, let them rant and rave until they get tired but be sure to listen carefully. Then calmly do your best to address the issues. Most people will respond positively, but if there is nothing you can do; then there is nothing you can do. Always be polite.
If you are in tech support, read BOFH now and then (but not too often or you'll become the B in BOFH!). As far as retail? Try to find an outlet for your frustration. If you are stuck at an Apple retail store, be sure to go to school so you can get a better job!
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current employee said 12:11PM on 7-25-2005
i've been working at the new apple store since it opened and it's been fun and there have been bad days and on sundays we have the worst customers, rude, belligerent, snarky and my response to this guy is, it's retail. deal with it, most people figure if you work in retail they can treat you however they want.
we've had all the customers of the same time he's had and we deal with it, by going in the back and having a chuckle about it and accepting that sometimes the customers are going to be special.
and you're right about the possibility of him getting fired, particular if he mentioned the store by name.
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