Enjoyed A Piece of Apple Computer Treatment Today

While in very much a hurry today, I realized that my Dell laptop, of which I paid a handsome sum for a few years back, decided to act weirdly.  Of course this was not a good time for this kind of thing to happen because I am scheduled to conduct a harassment training session for a company here in Orlando in about five days.  I was stuck.  Stopped in my tracks by a non-working, frustrating- building, piece of junk and future doorstop.

Needing a laptop to present some critical figures and informative case studies as well as state and federal laws to my audience, I went onto an Apple site and found a chat feature.  I threw my issue at the feet of the customer service rep and waited to see if this person could magically provide a solution.  I was not disappointed.

My Apple representative was superb!  My first question to her was that if I go to the Apple store, (which is about 45 minutes away because of Central Florida traffic), and bought a MacBook Air, could I plug in my InFocus projector?  She immediately chatted me back a link to an adapter that I would need.  Then, a minute or so later, she sent another link to one that was about $6 cheaper.  I was impressed.

I told her that I would go to the Apple store on Thursday when I had some time and purchase both the computer and the adapter.  She suggested that if I order it online before 5:00pm that I could have the items on my doorstep on Thursday, two days away.  Great!  I placed the order while still chatting with her.   She walked me through the process and stayed online with me until I received my confirmation.  She then asked me for the order number that I received via email so she could confirm that everything was in order.

Just wanted to share with you that this is the way it is done.  No hesitation.  No pressure.  No frustration.  No guessing how to do things.  No wondering if I made the right decision.  This customer service rep held my hand through the entire transaction.

How about your business?  Does your team go the distance with your customers?  Please let me know.  I would love to share your story with others.