Apple Store policy let staffers 'surprise and delight' customers with freebies

Apple store policy let staff ‘surprise and delight’ customers with free replacements


China iPhone sales
I'm guessing Tim Cook would qualify for "favored customer" status.
Photo: Apple

Apple store workers have a certain number of freebies they can use to “surprise and delight” unsuspecting customers, according to an ex-employee whose video about the supposed policy went viral.

“People would come in with like water-damaged phones and you’re not allowed to replace those without a fee,” TikTok user @Tanicornerstone says. “However, the geniuses used a ‘surprise and delight’ to be able to give somebody a free replacement.”

Pro tip: Customers who come off as jerks need not apply for such special treatment.

If Apple really has such a formal policy in place, it would be just another example of the company’s retail innovation. When the first Apple store opened in 2001, it totally changed how mainstream computer retailers looked and operated. Rather than being populated by non-expert, disinterested employees, Apple stores do their utmost to ensure a good experience is had by whoever walks through the door.

‘Surprise and delight’ at Apple stores


#stitch with @annaxjames apple goss tips and tricks

♬ original sound – Tani

The ex-employee says each employee has a certain number of these “surprise and delight” instances. Unsurprisingly, these go to well-behaved customers rather than the belligerent, rude ones that everyone who works in retail will have dealt with at some point.

“If you’re rude to the Geniuses or the concierge people, you will get your problem fixed most likely, however you are going to pay for it,” the ex-employee says.

A policy to assist nice customers

There’s been no confirmation on whether this information is genuine. But multiple users responding to the TikTok video say they received similar service at Apple stores. Others claim that no such program is currently in place.

In many retail environments, staffers enjoy a certain amount of autonomy when it comes to customer service. They can, for instance, accept product returns without receipts or bestow discounts on repeat customers. In many cases, though, there is no formal policy in place for this. At Apple stores, it sounds like there may have been — or perhaps still is.

Moral of the story: Treat retail employees the way you’d like to get treated.

Any Apple store employees able to confirm or deny this story? Let us know in the comments below.

Via: Apple Insider