October 23, 2010

Giving customers what they really need

Apple Store Lincoln Road, Miami Beach - Today 11:00am. I walk in determined to buy a MacBook Pro. I had done all my research online back in Brazil, which I usually do, so I knew 'exactly' what I wanted in terms of hardware configuration. A salesperson comes by and starts asking all sorts of questions about my family's computer habits and makes a completely different recommendation. I end up paying US$ 700 less than my original order. I swipe my debit card on the spot, no lines, no hastle. They guy finds out I like photography and gives me cool tips in terms of storage, photo compression and file sharing resources. No hard sell. Pure bliss.

In a world where we're so used to so many annoying salespeople pushing high-ticket products or features you don't want just to guarantee a higher commission, from insurance brokers to car rentals, today's experience was awesome. An experience that only reinforces my love for the Apple brand and makes me coming back.

Giving customers what they need even though that means selling for less than the person had budgeted for is an amazing lesson... that will certainly pay off later on in terms of loyalty.

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