Why Is It So Hard to Get Service Right?

To know me is to know I love the Apple store, just like I love Starbucks, just like I love… well, actually, now that I think about it, I don’t love all that many retail businesses.

In fact, among my two favorites cited above, I had bad experiences with both yesterday.

And in both cases, the issue was the same:  The employees (associates) who “serviced” me acted a if I was interrupting their day.  Seriously.

The young man at the Apple Store (Crocker Park) greeted me warmly, but quickly stifled my desire to purchase $60 worth of cords because, “although we open at 9:00 a.m., we don’t start selling product until 10.” And while I do not blame the kid for the company’s ridiculous policy, I must acknowledge that he did not appear to care less that I was unable to purchase the cords.  He simply looked down at his iPad screen and made me disappear.

So we went to Radio Shack, where we were warmly received, and gave them our money instead.

A few hours later I stopped at Starbucks (Hudson) to purchase $30 worth of bakery and coffee for a client meeting.  The young woman who never greeted me at all, but rather simply stared at me, acted as if I was completely bothering her from doing whatever it was she was doing behind the counter.  And to be clear, I was the only customer and there were four Starbucks employees behind the counter.  If this young lady had a personality, she clearly left it at home.  She never said thanks, she never said goodbye, she never said please come back again.

I truly admire the fun and often quirky environments created by Steve Jobs and Howard Schultz.  And I really love their products.  But I could truly do without all the bad attitude and total lack of service.

You want my $100?  Then earn it.  Otherwise, Radio Shack and Dunkin Donuts are my two new  favorite retailers.