11/7/2022 0 Comments Genius barBut personalized service is a great way to generate positive word of mouth about your broader solution set.Ģ. I am not suggesting that you build a break-fix business. The Ultimate PC Support: Hewlett-Packard, Lenovo, Dell and other PC makers cannot match the Apple Store’s local support model. But so far, Apple has lived up to its reputation for customer service.ġ. Of course, I will quickly shift from a “thrilled” Apple customer to an “irate” Apple customer if I don’t get my completely repaired MacBook Pro back later today. The Apple Store had replacement parts in-stock, and I expect the system to be completely repaired - at no charge –later today. The Solution: The Genius Bar representative checked my MacBook Pro’s serial number and discovered the system was still under warranty. Unlike a doctor visit or so many other “service” visits we experience, I didn’t have to re-supply a bunch of user information. Apple’s in-store expert already knew about my specific issue. The Visit: I arrived at the Apple Store, as scheduled, and headed over to the Genius Bar. I think the entire schedule process took less than 10 minutes. I also briefly described my support issue during this scheduling effort. Next, I was able to choose a day and time to sit down with an Apple Genius Bar expert. The Appointment: Instead of placing endless calls and sending endless emails for support, I merely went to the Apple Store’s Online Concierge. But I do believe MSPs can learn quite a lot from the Genius Bar customer experience.ġ. I’m not suggesting that MSPs and HaaS providers can afford to run out and hire/train a bunch of college kids who can sit around speaking with customers all day. So I scheduled a visit to my local Apple Retail Store’s Genius Bar. My MacBook Pro keyboard, after nearly three years of intense pounding (translation: daily blogging), was beginning to fall apart. Here’s why.Įarlier today I experienced a problem that required on-site support. But for that final one percent of problems - the headaches that require on-site support or face-to-face hand holding - I hope MSPs and hardware-as-a-service (HaaS) pros begin to emulate Apple’s Genius Bar concept. The best managed service providers remotely address nearly 99 percent of customers’ IT issues.
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