Apple Introduces Major Retail Changes, Including New Pro-Level Positions and Credo

[grahamperrin]

I think you mean Kaby Lake

Is she missing too?

Her poor family. I mean, after Bunny, and all that.

Meow! Care to clarify this blanket statement? …

Appe Retail's kingsize puffed-up duvet of a credo sort of opens the flood gates to blanket statements of any sort

To me it sounds like they are trying to address wait times by expanding the pool of employees who can address basic technical matters.

For that, a corporate memo would suffice. That, plus a little targeted PR. But throwing it all in with that credo? I don't doubt that some group of individuals is sincere about it, but to make it some sort of all-hands credo for retail saps the sincerity from it …

So when you're there, talking to a 'Expert' and he seems to be doing a poor job at fixing your Mac, do you just yell at him and say "I want to speak to a 'Pro' employee!!"?

Sir/madam, one should never yell in such a situation.

One gets one's butler to yell. One's Butler Pro.

 

[xnu]

Sounds like a grasp in the dark. If you have to spend down time making up stuff to help you feel good about what you do, you are probably not doing anything important.

 

[Mactendo]

I like this part:

AT OUR CORE

We believe our soul is our people.
People who recognize themselves
in each other.
People who shine a spotlight
only to stand outside it.
People who work to leave this world better than they found it.
People who live to enrich lives.

 

[truthertech]

Let's hope this means that a walk-in does not have to wait 2 hours or more before a service/support is offered. Apple stores around me are horrible when it comes any kind of support without a scheduled appointment, and even with the scheduled appointment, they are barely on time

You get this week's "Jumped the Shark" award, congrats! No one else in the industry offers the ability to be able to take your laptop, phone, etc, in or out of warranty, into a nearby store and get it diagnosed/repaired. They set up a great easy to use on line reservation system so you don't have to wait, but you are upset because when you choose to walk in without an appointment when they are busy, they still take care of you, but you have to wait, and this makes Apple "Horrible."

As a weekly winner, you are automatically entered in the monthly award contest, and you are an early favorite. Cross your fingers.

 

[loby]

Yup... It just gives some people here the opportunity to whine about Apple, letting them feel better about themselves. Weird how people let Apple have so much power over their life.

Isn't that what Apple just said?...why did they not say it in their creed..."and control your life..." remember the comment, "We want to be with you from the time that you wake up, until you go to bed..." (and wear an iwatch while you sleep to monitor your vital signs-if the battery can last or wireless without you knowing).

Isn't that what they started out fighting against..."big brother watching over you..."

Cracks me up...Why did or does people think Apple is any different? Really...
[doublepost=1471825360][/doublepost]

I like this part:

AT OUR CORE

We believe our soul is our people.
People who recognize themselves
in each other.
People who shine a spotlight
only to stand outside it.
People who work to leave this world better than they found it.
People who live to enrich lives.

Sounds like a Toilet paper commercial...

 

[MH01]

Given they all dress alike and act hip, apart from the guys behind the gienius desk, I did not realise there were actual titles . From my point of view this has zero impact on me, still going to be helped by the closest person in a blue tshirt .

 

[Retired Cat]

Based on the generally negative response here, I'd say Apple needs to concentrate more on delivering better product rather than useless reworking of employee titles.

Timbo and his friends keep saying that they are going to deliver "incredible" stuff. With the Mac line stagnant, iPhone falling behind, and design in general suffering, I just don't see it. Without Steve Jobs Apple just isn't as interesting or product driven. The bean counters and corporate drones are running the show on autopilot.

 

[Frawley]

Apple held all-hands meetings with retail employees this weekend to introduce major new changes, including new and renamed positions, a new credo, and new store layouts, according to multiple retail sources.

Apple is implementing three new retail positions in the United States and United Kingdom, and likely elsewhere, including two pro-level positions and an all-new Technical Expert position to complement the Genius Bar/Grove:

o Pro: A new sales position above Expert. These employees are considered the most knowledgable about Apple products and services.
o Creative Pro: A new learning position above Creative. These employees are considered the most knowledgable about Apple products and services.
o Technical Expert: An all-new customer support position in between Technical Specialist and Genius. These employees will be able to provide mobile repairs, a task previously limited to Geniuses, and troubleshooting for software and products like the Apple Watch and Apple TV. The position will help reduce Genius Bar/Grove and service wait times.
In addition to the new positions, Apple is renaming several of its current retail positions:

o Red Zone Specialist -> Specialist
o Family Room Specialist -> Technical Specialist
o Business Specialist -> Business Expert
o Back-of-House Specialist -> Operations Specialist
o Inventory Specialist -> Operations Pro

Meanwhile, the Back-of-House is now called Backstage, where the Inventory and Operations teams work, and the Red Zone, which encompasses the sales floor, is now called the Product Zone. Apple's existing retail locations will use the same tables from the old Red Zone for the new Product Zone.

Apple has also updated its credo, a motto that the company encourages its retail employees to follow. The new credo:Last, Apple said it now has over 30 retail locations based on its new design language, including the flagship Apple Union Square. The new layout includes a combination of The Avenue, Genius Grove, The Forum, The Plaza, and The Boardroom. Apple is renovating dozens of locations with the next-generation design, and all new locations since mid 2015 have been based on the new design language.

Juli Clover contributed to this report.

Article Link: Apple Introduces Major Retail Changes, Including New Pro-Level Positions and Credo

[doublepost=1471826442][/doublepost]And are they going to pay a decent wage to go along with all this PR BS?

 

[truthertech]

Based on the generally negative response here, I'd say Apple needs to concentrate more on delivering better product rather than useless reworking of employee titles.

Timbo and his friends keep saying that they are going to deliver "incredible" stuff. With the Mac line stagnant, iPhone falling behind, and design in general suffering, I just don't see it. Without Steve Jobs Apple just isn't as interesting or product driven. The bean counters and corporate drones are running the show on autopilot.

I am sorry to disillusion you, but "Timbo" isn't spending his Sunday reading MR comments or charting a course based on 70 or so negative comments about a relatively minor internal job classification change of titles of which they know nothing about. Just guessing, but it's more likely he will trust the decision of the retail store group that built Apple Stores into the wonder of the retail world where they are number one in sales per square foot in the entire world and with the biggest "problem" is that they are often crowded.

 

[MH01]

You get this week's "Jumped the Shark" award, congrats! No one else in the industry offers the ability to be able to take your laptop, phone, etc, in or out of warranty, into a nearby store and get it diagnosed/repaired. They set up a great easy to use on line reservation system so you don't have to wait, but you are upset because when you choose to walk in without an appointment when they are busy, they still take care of you, but you have to wait, and this makes Apple "Horrible."

As a weekly winner, you are automatically entered in the monthly award contest, and you are an early favorite. Cross your fingers.

Would you like a patronising award ? Go on....

The great an easy reservation system : jump on and try to make a booking..... I assume you have a store near you? Tell us in how many days you have your appointment, and was it at a time convient for you?

 

[acctman]

Tim Cook's legacy at Apple in one word ... "Pro"

 

[dfs]

Would you like a patronising award ? Go on....

The great an easy reservation system : jump on and try to make a booking..... I assume you have a store near you? Tell us in how many days you have your appointment, and was it at a time convient for you?

Yes, but what about when you make your appointment, show up and are kept waiting 45 min. before anybody at the counter even makes eye contact with you?

 

[citysnaps]

Isn't that what Apple just said?...why did they not say it in their creed..."and control your life..." remember the comment, "We want to be with you from the time that you wake up, until you go to bed..." (and wear an iwatch while you sleep to monitor your vital signs-if the battery can last or wireless without you knowing).

Isn't that what they started out fighting against..."big brother watching over you..."

Cracks me up...Why did or does people think Apple is any different? Really...
[doublepost=1471825360][/doublepost]


Sounds like a Toilet paper commercial...

No, they didn't say that at all. Of course you are certainly free, though, to construe what they did say to fit your narrative.

 

[MH01]

Yes, but what about when you make your appointment, show up and are kept waiting 45 min. before anybody at the counter even makes eye contact with you?

Not a problem in my current Apple store, turned up last friday to get a charger, and it was empty, maybe if they release some new products...people will drop in again.

 

[rolsskk]

The employees got a 'Pro' upgrade before the Mac lineup even did.

 

[Koodauw]

Just makes me cringe reading this. Reminds me of the BS titles and gimmicky chants Best Buy used to make us all do when I worked a high school job there. LOL. Employees just roll their eyes at this stuff.

As far as "Backstage" and other silly names for parts of the store, it just smells like moldy cheese... like Apple is trying to reinvent the wheel, at least from a customer outside-in view. It looks stupid and makes it feel like Apple is belittling me as a customer.

The problem as I see it as a long time customer, is that the method of hiring has changed so much since the "old days" ... used to be when you walked into an Apple Store, you were greeted by people passionate about the product. I know a lot about the technical side of Apple products, and loved that someone working in a retail store was at the same level and could talk the talk. It seems like their pay back then got that sort of employee, but it seems like pay hasn't changed, so now for the same pay 15 years later they get basic retail employees.

Now it seems when you go in, the employees working are just regular retail drones, many of which don't have or want an iPhone, and don't have or want a Mac, they just need a job while in school, or a job to make some summer money. The hiring has shifted, maybe a result of such low unemployment, not sure. Yeah some of the old days guys are there, but not many.

It's just really sad to see where Apple Retail was and where it is today. It's not the experience Steve wanted when he launched the store. I understand times change, and retail does as well, but it feels like with Angela in charge things have gone from great, to status quo retail, to now just weird and unproductive.

Hopefully things get better, because I'm not sure how many more product launches I can sit through where I go in and am told to get the product they have sitting in their back room I have to go online and order it then come back.

This is a great post.

 

[truthertech]

Would you like a patronising award ? Go on....

The great an easy reservation system : jump on and try to make a booking..... I assume you have a store near you? Tell us in how many days you have your appointment, and was it at a time convient for you?

Not trying to be patronizing, and Apple certainly is far from perfect, but the lack of perspective on these forums is astounding. Apple support is the envy of the tech world, yet you label their service as "horrible."

http://bgr.com/2015/05/26/apple-customer-service-genius-bar/

 

[Bubba Satori]

I like this part:

AT OUR CORE

We believe our soul is our people.
People who recognize themselves
in each other.
People who shine a spotlight
only to stand outside it.
People who work to leave this world better than they found it.
People who live to enrich lives.

Joel Osteen?

 

[Adam Warlock]

Given that Apple has either killed their pro-level creative software titles outright or dumbed them down to the point that creative professionals have abandoned them in droves... what are the people filling these new "Creative Pro" positions going to do, exactly?

Help you choose color-coordinated watch bands of course!

 

[uwdude]

This is a great post.

They're getting the "backstage" term from Disney, that's what Disney parks have always called areas where guests aren't allowed. It makes somewhat sense at Disney, because that's actually entertainment.

 

[coolfactor]

They should be aiming for simpler, not more complex. More staff designations? How does that improve things exactly? Are there not enough staff that are competent enough to be given some of the high titles, so they added some in the middle? Craziness at its finest.

 

[RumMunkey]

After the 2nd screen replacement to address the misaligned front facing camera on my iPhone 6, I noticed the screen wasn't seated all the way down flush. I made another appointment and the tech tried to milk me for an "accidental damage" deductible claiming I caused the damage.

You picked up the phone from repair, took it home, THEN noticed the screen wasn't flush? That's 100% on you bro. It's your responsibility to look over the device when you pick it up and if you have any issues refuse to accept it until they're addressed.

It's pretty cool they offered to help you when you came back at all, because every other retailer would tell you to go pound sand -you signed off on the repair and left the store.

Also, FYI, if a screen isn't flush, 99% of the time it's because your enclosure is bent. Again, 100% on you.
[doublepost=1471829353][/doublepost]

Not trying to be patronizing, and Apple certainly is far from perfect, but the lack of perspective on these forums is astounding. Apple support is the envy of the tech world, yet you label their service as "horrible."

http://bgr.com/2015/05/26/apple-customer-service-genius-bar/

100% true. I can't think of another retailer that devotes more than HALF of the floorspace to learning, support and repairs. Something that most customers don't even have to pay for!

 

[SusanK]

This stinks of Angela Ahrendts. There will be a catwalk up the middle of the stores soon

And who will be the first one to step off

 

[Adam Warlock]

Just guessing, but it's more likely he will trust the decision of the retail store group that built Apple Stores into the wonder of the retail world where they are number one in sales per square foot in the entire world

But the current retail leadership didn't build Apple Stores "into the wonder of the retail world where they are number one in sales per square foot in the entire world"; that would be a group of people no longer at the company for one reason or another.

 

[VMMan]

I foresee Apple perfumes, colognes, lingerie, and more jewelry next.