(Mondays are Lynn Miles Peisker days at The Daily Blur. Lynn’s the Executive Sister and Chief Plate Spinner at the Imagination Advisory Group. Check out her growing archive of posts here.)
“We don’t repair devices, we repair relationships.”
That’s what my Apple technician, Ciara, told me on Saturday as she fixed my computer.
My little MacBook Air had been pushed to the limits and frankly so had I. I know just enough about technology to depend on it for my livelihood, but not enough to know how to fix even the smallest problem when something goes wrong. Bad combination. I had been losing files and experiencing mail glitches for a week. I had no idea why, so I made an appointment at the Genius Bar at the closest Apple Store, which happens to be two hours away.
All of these situational components could add up to a stressful experience and a grouchy customer (me!), but here’s what happened instead:
- My technician smiled as she called me by name.
- She looked me in the eye.
- She engaged me in conversation.
- She demonstrated her competency, without talking over my head.
- She explained what she was doing as she did it.
- She never made me feel badly that I couldn’t solve the problem myself.
- She told me why she works there and how much she loves her job.
Ciara was clearly a sharp and knowledgeable employee. She had a degree in computer technology and could have worked anywhere in the tech industry. When I asked her why Apple, she replied, “Because we are really in the people business. We don’t repair devices, we repair relationships.”
In any business, big or small, aren’t we really all in the relationship business?
Employ Ciara’s techniques this week. Encourage your employees to do the same. You will diffuse grouchy. You will instill confidence. And you will gain customers for life.