Apple Hiring Fewer 'Genius' Employees at Some Retail Locations

[44267547]

I personally do not want to feel like I need to speak with 40 people when I walk into a store.

Neither do I. Nor has that ever been the case, and you’re free to make your point, but there’s no need to exaggerate either.

There’s multiple Apple stores in my area, at no point do I ever feel like they’re over- crowding me at that number.

 

[coachgq]

Because it doesn’t take a ”genius” to swap out An iPhone or fix the massive majority of problems that John Q. Public has with their stuff. Id bet that 10 percent of what they do is working on Macs which takes much more skill. 90 percent is swapping iPhones and restarting devices or things like “your AirPods arent working because your Bluetooth is off”.

Gosh, I hope you're wrong...but you're probably right. SMH

 

[adrianlondon]

Sounds good. What store do you suggest I visit?

I’d be interested see how they would ‘intimidate’ me. Like.. menacingly stare at me? Flex on me? Throw something at me?

It's the PRO model you want right? With AppleCare?

 

[ilikewhey]

not surprised, the way apple is operating right now, these geniuses don't really fix anything, oh it's still not charging after going through the diag? ok replace with a refurb. it seems swapping with a refurb is apple's answer to everything now, no longer do they actually go in to replace individual components besides the battery.

 

[szw-mapple fan]

Sometimes that's not needed when you know exactly what you are going to purchase. Not everyone is going to have an appointment. Not going to lie it is a little intimidating

I mean, they only do that if you are hovering near the entrance. I’ve never had anyone talk to me if I headed straight to the tables.

 

[Steve.P.JobsFan]

I’ve been in the process of getting hired for Technical Expert at my local Apple Store… had multiple interviews, everything was going great.

Woke up yesterday morning to a mass email that was fired out from the store:

I thought it was interesting that they halted all interviews. This must explain it.

 

[rizzo41999]

Sounds good. What store do you suggest I visit?

I’d be interested see how they would ‘intimidate’ me. Like.. menacingly stare at me? Flex on me? Throw something at me?

Or….or… maybe your interpretation and/or choice of wording of what ‘intimidate’ is different than from somebody else’s. That could be it too.

Alrighty buddy. Having a human wall of blue shirts at the front of the store can create the perception that if you don't have a reason to go in, then you shouldn't be there. That is not welcoming from a consumer perspective and I believe can further deter the average person who might simply be walking by.

 

[1rottenapple]

Not good

The quality of the geniuses, in my experience, has been going down for a decade.

Hiring less of them and/or saving costs around this point are all big negatives.

Agree. Do you really need a genius when the solution is just replace the product with w/ refurbished unit. Before Genius actually worked on the product.

 

[44267547]

It's the PRO model you want right? With AppleCare?

Haha.

Uhhh…yes. And it better be the one terabyte model or else.

 

[turbineseaplane]

I mean, they only do that if you are hovering near the entrance. I’ve never had anyone talk to me if I headed straight to the tables.

You're fortunate -- this obviously varies by store/region, or just by individuals employed at given times.

Not once have I managed to sneak into an Apple store without some interaction by the time I reach the end of the initial set of tables

 

[44267547]

Alrighty buddy. Having a human wall of blue shirts at the front of the store can create the perception that if you don't have a reason to go in, then you shouldn't be there. That is not welcoming from a consumer perspective and I believe can further deter the average person who might simply be walking by.

Thanks for your reply.

So….Were you going to suggest the store that I could visit that’s intimidating from your first reply to me? I mean, you suggested that I visit your store.

 

[NMBob]

The stores are nothing more than repair centers now, sadly. They have too many product out there and a dense public who can barely operate a mute switch.

To be fair, the mute switch can sometimes be the rotation lock.

 

[Freeangel1]

With the demise of the 27" iMac. and the Mac studio that cant be upgraded it does not surprise me.

Less work to do.

No Training going on.

Yep. Mac is going to overtake Microsoft and the PC. Active Directory, Azure identity management not important in todays world.

 

[TheYayAreaLiving 🎗️]

I’ve been in the process of getting hired for Technical Expert at my local Apple Store… had multiple interviews, everything was going great.

Woke up yesterday morning to a mass email that was fired out from the store:

I thought it was interesting that they halted all interviews. This must explain it.

View attachment 1996975

Aw man! So close. Sorry to hear that. Time to apply for another role at Apple?

 

[vartanarsen]

The whole point is for them to help you with things in the store so you don’t have to contact support. It doesn’t seem like Apple is taking the Apple store as seriously as they used to, and that’s not great. They still only have a tiny market share for Macs. They should be fighting for more, not resting on their laurels

really??? i walk into a starbucks and everyone is working on a mbp

 

[goonie4life9]

The reason is that Apple has standardized their troubleshooting to the following:

1. Restart the device.
2. Force restart the device.
3. Reset network settings (iOS devices).
4. Erase the device and set-up as new.
5. Do a DFU restore and set-up the device as new (iOS and M1 devices).
6. Escalate to Engineering.
7. Engineering responds with, "Keep your software up to date."

Apple doesn't need a Genius (i.e., someone with technical expertise) to do any of those steps. In fact, you don't even need to go to the store to do this.

 

[Unregistered 4U]

Maybe it's me - but I find the line of "Greeters" at the entrance of the store to be very off-putting/intimidating. I just want to walk-in and check out the stuff and will approach if I need further assistance/ready to buy.

Ive actually had the opposite problem….I go in to buy something and its like pulling teeth to just say hey I wanna buy something they look at me like I have 14 eye balls.

Thing is, in retail, someone who “may” buy something can turn into someone who “will” buy something with a simple engagement. So, when in doubt, greet the customer or engage in some other way. It’s understood that some customers may not like it (I can personally say I’m not a fan), but the upside for retailers isn’t even a “might be” thing, it’s how money is made.

 

[GMShadow]

Really? Intimidating? Like…. as in…they flex on you or something?

Every time I pass greeters, they don’t even say anything (Well… maybe like ‘Welcome’)., They smile and hold the door open for you. It’s not like they’re pushing products on me or anything. I definitely wouldn’t go as far as ‘intimidating’.

They examine your Apple devices and start shaming you if you don't have at least an n-1 iPhone.

 

[xxray]

Maybe it's me - but I find the line of "Greeters" at the entrance of the store to be very off-putting/intimidating. I just want to walk-in and check out the stuff and will approach if I need further assistance/ready to buy.

I agree. I was trying to walk quickly past them one time and a greeter quickly walked near me to ask me if I needed help for anything. It felt like bouncers in a club.

On the other hand, someone who regulars an Apple fan website and forums probably isn’t the customer they’re trying to appeal to. My guess is that the goal of having a line of greeters there is to prevent disgruntled customers from feeling like they can’t find help when they go to the Apple store for a product repair, software issue, buying help, etc. It has made my life easier to immediately walk in and get help when I’m just there for online order pick-up or when I had the rattle issue with my AirPods Pro.

 

[rizzo41999]

I agree. I was trying to walk quickly past them one time and a greeter quickly walked near me to ask me if I needed help for anything. It felt like bouncers in a club.

On the other hand, someone who regulars an Apple fan website and forums probably isn’t the customer they’re trying to appeal to. My guess is that the goal of having a line of greeters there is to prevent disgruntled customers from feeling like they can’t find help when they go to the Apple store for a product repair, software issue, buying help, etc. It has made my life easier to immediately walk in and get help when I’m just there for online order pick-up or when I had the rattle issue with my AirPods Pro.

Very fair and excellent point!

 

[anthogag]

I thought they are all Geniuses at Apple stores. ?

 

[3pp]

It’s not related to less foot traffic. The Genius Bar is always booked up and needing more resource.

They’re hiring fewer Genius’ because they’re gradually changing the way they do Mac repairs, operationally. Genius’ traditionally focused on Mac repairs (not exclusively, but primarily) whilst Technical Experts focus on iPhone repairs and swaps (exclusively).

For some time now many Mac repairs are done off site at a centralised ‘depot’ and so the Apple Store just serves as a drop off/diagnose/pick up point for customers with faulty Macs.

As Apple got bigger and its Mac hardware got more complex to repair, it is just not practical nor economical to have specialist trained technicians in every store. There’s not enough space in the back and some repairs take hours. Instead they now have centralised depots with plenty of space, in much cheaper real estate like industrial parks, where repairs are done. The device is then shipped back to store or direct to customer.

 

[BornAgainMac]

Really? Intimidating? Like…. as in…they flex on you or something?

Every time I pass greeters, they don’t even say anything (Well… maybe like ‘Welcome’)., They smile and hold the door open for you. It’s not like they’re pushing products on me or anything. I definitely wouldn’t go as far as ‘intimidating’.

You make an interesting point. I wonder if some shoppers are getting profiled and that is why they get that vibe. Profiled can also mean what you wear, yoga pants, Tim Cook lookalike, or creepy smile, messy hair, or an Android t-shirt.

 

[Diablo360]

Makes sense given the times. If things pick up later on I’m sure they’ll go on another hiring spree

 

[44267547]

You make an interesting point. I wonder if some shoppers are getting profiled and that is why they get that vibe. Profiled can also mean what you wear, or creepy smile, messy hair, or an Android t-shirt.

I think every store is based on multiple variables. Because every store is made up of different personalities, attitudes, volume of customers, etc. So when you factor in that, and if the training standards aren’t consistent from one store to another, it’s probably variable what somebody might else experience.

Back to my original point, from all the stores I have frequented over the years from all over the place, I’ve never had an intimidating experience.