Apple Store: First Class in Customer Service
I am continually amazed with the level of customer service and professionalism the Apple Store at Ala Moana in Honolulu Hawaii provides. From the day I purchased my iPhone, thru the many times I have shopped in their store for accessories, to having to replace my iPhone last night.
Here is my story. My iPhone over the weekend started freezing and booting up to a white screen. My thinking was it was a firmware issue. After several resets on the iPhone and restore twice from iTunes it seemed as if the iPhone was back to normal operation. To make sure the problem was fixed I decided to take it to the Apple Store. I explained what was going on to the technician and he decided to reinstall the firmware. Doing this would shed light on whether it was firmware or hardware. They asked me to see if the problem still persisted over the next 24 hours. Turned out the battery life was being depleted quicker than what was considered normal as well as the iPhone did freeze to a white screen an additional time? The firmware was quickly ruled out. I called the store as instructed where they then set me up with an appointment with the Genius Bar to come back and exchange the iPhone. Other then a small inconvenience of actually having to go to the store twice the overall experience was painless.
By the way I elected to get the extended warranty that will cover me for two years from original date of purchase. If you are a power user, and I am, then I highly recommend the extended warranty for that additional peace of mind. The original warranty I believe covers you for a year.
Thank you Apple.
LJH
AT&T’s ‘Mark the Spot’ iPhone App
Got to give credit to AT&T for stepping out on a limb with this app. I have been using this app for two days and have sent two posts; for data coverage failure and a dropped call. It will be interesting to see what AT&T does with the information gathered. It’s not like they are not already aware of their service and coverage issues. Good luck AT&T as I am a big fan of the iPhone but your service and coverage has been a challenge.
App allows you to submit a report to AT&T for:
- Dropped Call
- Failed Call
- No Coverage
- Data Failure
- Poor Voice Quality
http://itunes.apple.com/us/app/at-t-mark-the-spot/id338307313?mt=8
Take 5 minutes today… let us never forget Pearl Harbor
It was 68 years ago that the United States got pulled into World War II with the bombing of Pearl Harbor. With the German failure to defeat Russia, marked by their failure to take Moscow, and with the United States joining the war a day later, this date marks the main turning point of World War 2.
Living in Hawaii I often get the privilege of visibly being able to see the USS Arizona and the USS Missouri on my commutes around the Island. The word privilege can easily be switched to take for granted though. So today I give pause in my heart and thoughts to the significance of both these events. On this day I HONOR our fallen heros, servicemen, and county men for their sacrifice to the United States of America.
Aloha, LJH
Excited about my new blog category; iPhone and Gadgets
Was wondering what I would post today and then it dawned on me. I am always sending short twitter updates or FaceBook updates on the strengths and weaknesses of the iPhone and its current service carrier At&t…
I also am considered a gadget man by those who know me well, so why not share my thoughts on what is I am utilizing at the time.
Stay tuned for future blog posts on:
- At&t service
- iTunes
- apps
- battery life
- cases
- shortcuts
- accessories
- gadgets
Cheers,
LJH
12-03-09
Today is a short post.
Two things occupy my thoughts today. They are planning for success in 2010 with my role at the company I am privileged to work at, and the importance of taking care of my body physically.
Yesterday was the first of many meetings to come over the next 60 days in preparing and setting direction in 2010 with my boss. As a quick side note, my hopes for all of you is that you would have the type of relationship with your boss that allows for open communication (I will write about the importance of this in a future blog). Out of that meeting came some action items that I will be working on today.
Second is the importance for me to have some type of a physical workout routine. This morning I spent an hour running/walking by the bay in my hometown of Kaneohe (see picture below). More and more I realize the importance of having this physical activity as part of my daily routine. I find that I have clearer thoughts, better vision, more energy, and are more attentive to my tasks.
Have a great day…
LJH
View of Kaneohe Bay in Hawaii
12-02-09
Yesterday I decided I wanted to start my New Years Resolutions in December. 2010 will be a great year.
Yesterday my focus was family. Every good book, speaker, leader etc preaches how the very fundamental principle of success starts with having your family in check. Yesterday I left work earlier than normal and texted (the preferred method of family communication) to let them know that I would be home early and I would be cooking dinner. The meal was grilled salmon.
Why was this different over any other time that I would cook for them? It was not the first nor would it be the last. The difference was a personal commitment to be PRESENT with them. This meant that my iPhone, laptop any resemblance of work was put away. Not an easy task for me and not even sure if my family noticed, doesn’t matter though as the result was much needed quality time. I even watched a movie that typically I probably would of passed on; “Rab Ne Bana Di Jodi” which I now highly recommend as a watch. http://www.youtube.com/watch?v=QB2fZsBZGYs
In our busy lives take the time to enjoy those who mean so much to you. To my family; I love you.
Cheers…
LJH
12-01-09
Who says you have to wait until January to start your New Years Resolution? In fact I am going to try something new; I am starting my New Years Resolution today. If it takes 21 days to create a habit and 3 days to break, I figure by the time 1-01-10 comes around I will already be set.
President Obama ran his Presidential Campaign on a single word, “Change”. There are specific things I would like to change in areas of my life. My journey starts now. What better way to finish 2009 then to use it to prepare for 2010.
LJH
Reflection
Every Veterans Day I take the time to give thanks in a silent ritual that I started almost 25 years ago. Without going into details of the actual ritual, a key component of it is the reflection. As I reflect on all I have done I know my service in the Marine Corps is one of my greatest accomplishments.
What makes this word so unique? What makes people change by doing it? What gives people hope by acting on it? What drives me to personally require it? Everyone has their own answers, but as for me reflection is the single most important action I can do daily.
This week I celebrate a personal birthday, the 234th birthday of the United States Marine Corps, and Veterans Day. Having served 6 years as a Marine, this week has an additional special meaning.
Who I am, where I am, and where I am going is credited to the discipline and focus learned at the age of 17 and continues today. I take some time daily to reflect on the past, the present, and the future. The past keeps me grounded, the present keeps me committed, and the future gives me hope. I want to never forget what I have done, so that I can get where I am going.
Reflection by definition; serious thought or consideration.
Take time to reflect daily and you will be better for it.
To All Veterans thank you. To my fellow Marines Semper Fidelis. To the human race Peace be with you.
Cheers
Lee
It’s the little things that matter…
Balancing a family schedule with 3 teenagers, my wife’s and mine can be a bit of a challenge. This past Sunday night we were lucky enough to get the chance to spend some quality time together as a family, and the event was dinner at Bravo’s in Pearlridge. http://www.bravorestaurant.com/
So what made last night special enough that I felt compelled to blog about it? The food was the same. The location was the same. We had been to Bravo’s on a Sunday evening before, and new to expect a wait. So what made the difference on this visit? I believe there are 4 significant events that made the difference. As you read what follows you can see that the significant events are really the little things that happened.
Sunday night at Bravo’s had its typical 30-35 minute wait, so we decided to walk to Starbucks to pass the time. I understand that restaurants’ don’t typically allow patrons to bring outside food into their restaurant, but a Starbucks drink? Immediately, upon sitting down, our waitress made us aware of Bravo’s policy not to allow outside food or drinks. For this story we will call our waitress “L”. After making us aware of the policy, L immediately followed with, “It’s ok though. I know you folks have been waiting for a while, and I would have gotten a drink at Starbucks myself”. This comment set us at ease and set the tone for what would eventually became a memorable evening.
Those of you who have been to Bravo’s know that they are famous for their baskets of hot garlic bread balls, a family favorite. L knew this about our family as my daughter had mentioned to her how much our family liked the bread. In all of our visits to Bravos, this was the first time we never asked for more bread, as L was always one step ahead with a fresh basket. L took our entree and soft drinks order, but the soft drinks never came. When we mentioned to her that they had not come L apologized and promptly returned with the soft drinks. L than said, “Sorry sir, we have taken them off the bill. Do you need anything else?” I do not know if that was a company policy or just L making a judgment call. Considering how fast she returned I seem to think it was a judgment call.
As we finished dinner my daughter decided to tell L that it was my birthday. My birthday is still weeks away, but she figured we may as well celebrate now. I quickly confessed to L that it was not in fact my birthday. Nonetheless she returned five minutes later with a birthday ice cream sundae and said, “Whether it is your birthday or not, thank you for spending your night here with us!” As my face turned red, I quickly thought to myself what a great ending to a wonderful evening. L had directly impacted our experience that evening, and she did that by her commitment to superior customer service.
On the drive home, my family continued to rave over how special the evening was. Here is my question to all of you, and it is the very question I ponder all the time: What is it that my company or I can do on a daily basis to really make a difference in the eyes of the customer? As my family’s experience at Bravos proved, sometimes it really is the little things that make all the difference.
Be the difference in your daily interactions with the customers you serve.
Good Luck,
Lee
Don’t Confuse Passion for Great Customer Service
Have you ever been guilty of passion trance? I know I have. It is that state where you are more concerned about your point being expressed that you are not seeing the effect on the customer. Passion trance can cause you to negate the very outcome for which you are trying to achieve. Don’t confuse your own personal passion for great customer service.
Please do yourself a favor, better yet do your clients a favor if you are tweaking products or services that will effect your customers, then it is wise to solicit and listen to others within your organization for feedback. Put yourself in the customers‘ shoes. How will this effect them, will it be easy, will it cause frustration, or will it benefit them? These are all questions that you should be asking yourself. This process gives a better perspective to make decisions that will ultimately provide a better experience for your customer.
Good Luck, and much success….
Lee
