David Hanak An article appeared on the American Bloomberg server about how dissatisfaction among Apple employees who work in retail has been rampant in recent years. According to them, during the last few years the charm of individual shops has completely disappeared and now there is chaos and a not very friendly atmosphere. An increasing percentage of customers who visit Apple stores also identify with this sentiment.
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Amaya Toman According to the testimony of many current and former employees, in recent years Apple has focused more on how the stores look like instead of putting the customer first and how to take care of them as best as possible. Complaints against the operation of stores are generally still the same. When there are a lot of people in the store, there is chaos among the employees and the service is slow. The problem is that the service isn't much better even when there aren't that many customers in the store. The fault lies in the artificial division of individual positions, where someone can only do selected actions and is not entitled to others. According to the confessions of visitors and employees, it regularly happened that the customer could not be served, because all the employees designated for sales were busy, but the technicians or support had time off. However, they must not interfere with the purchase.
Opinions abound in foreign discussions that buying something from Apple these days is far more convenient via the web than risking a negative experience when visiting an Apple Store in person. However, there are many more reasons why the shopping experience at Apple stores has deteriorated in recent years.
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According to current and former employees, the level of people who work for Apple in retail has changed significantly over the past 18 years. From hardcore enthusiasts and people with huge enthusiasm, even those who would never have succeeded years ago have made it into sales. This is logically reflected in the experience the customer takes away from the store.
A kind of decline in the quality of service in Apple stores began to manifest itself at the time when Angela Ahrends joined the company and completely changed the form and philosophy of Apple stores. The traditional form was replaced by the style of fashion boutiques, the shops suddenly became "Town squares", the Genius Bar as such was almost dissolved and its members started to "run" around the shops and everything took on a much more chaotic feel. Traditional sales counters were also gone, replaced by cashiers with mobile terminals. Instead of a place for sales and professional help, they became more like showrooms demonstrating luxury goods and the brand as such.
Deirdre O'Brien, who replaces Ahrends, has now become head of the retail section. According to many, the style of shops could change back to some extent. Things like the original Genius Bar could return or change the attitude of the employees. Deirdre O'Brien has worked in retail at Apple for over 20 years. Many years ago, she helped open the first "modern" Apple stores, along with Steve Jobs and the entire "original" ensemble. Some employees and other insiders expect positive results from this change. How it will be in reality will show in the coming months.
Source: Bloomberg
So it also applies to customers. There, it's also a departure from hardcore fanaticism and people with a huge passion for .... well, let's leave it at that. Fortunately, we don't have these problems. The number of sellers always exceeds the number of buyers. That's the reality.