蘋果零售店的秘密
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????邁克爾?道在羅德島普羅維登斯為蘋果公司培訓員工已有多年時間。他說：“每次鼓掌，我的手都拍得生疼。” ????而在核心培訓過程中則會增加角色扮演的比重，這一部分的重點是與消費者互動時的各種禮儀。其中的一條規矩是：接觸任何人的iPhone手機之前，必須征得主人的許可。 ????前蘋果零售店芝加哥分店經理謝恩?加西亞稱：“我們會告訴培訓生們，他們首先要做的，是承認問題，但不要承諾自己可以解決問題。要盡量讓消費者知道，你在某種程度上與他們感同身受。但必須小心，因為你肯定不想讓顧客覺得你在撒謊。” ????培訓生們經常聽到的一句話，也是蘋果商店經常宣傳的一句話是：“豐富人們的生活”。而這也會向員工灌輸一種理念，即自己在做一件非常偉大的事情，并不僅僅是銷售、維修產品。如果說蘋果公司有什么秘訣的話，那肯定就是：公司讓員工得到了升華。它深諳這樣一個道理：一旦人們有了更崇高的目的，就不會再對金錢斤斤計較。 ????如果有人對蘋果商店的做法感到好奇，或希望能在蘋果商店謀得一份工作，西格爾的文章絕對值得一讀。 ????譯者：劉進龍/汪皓 |
????"My hands would sting from all the clapping," says Michael Dow, who trained Apple employees for years in Providence, R.I. ????There is more role-playing at Core training, as it's known, this time with pointers on the elaborate etiquette of interacting with customers. One rule: ask for permission before touching anyone's iPhone. ????"And we told trainees that the first thing they needed to do was acknowledge the problem, though don't promise you can fix the problem," said Shane Garcia, the one-time Chicago manager. "If you can, let them know that you have felt some of the emotions they are feeling. But you have to be careful because you don't want to lie about that." ????The phrase that trainees hear time and again, which echoes once they arrive at the stores, is "enriching people's lives." The idea is to instill in employees the notion that they are doing something far grander than just selling or fixing products. If there is a secret to Apple's sauce, this is it: the company ennobles employees. It understands that a lot of people will forgo money if they have a sense of higher purpose. ????For anyone who has wondered how Apple Stores do what they do, or considered applying for a job at one, Segal's piece is a must-read. |
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