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There is one in north Greenwich too and used to be in the Thurrock Best Buy. They have people in apple shirts, and are so called 'Mac Specialists' that, as suggested earlier, either spend their entire time on iChat or recommend you away from the Macs.

Are you sure they're Apple employees? I've seen people with apple shirts in my local Currys store but they don't seem to be actual Apple employees, but either Currys employees or Apple reps (which are usually employed by an agency on behalf of Apple). That and it makes no sense that they'd be recommending you away from the macs if they worked for or represented Apple.

They work for Apple and the store within the store is run and stocked by Apple. As far as I know, sales are processed through the main tills in the store.

The Apple section inside Best Buy was cleared and dismantled the day after Carphone Warehouse announced they planned to close the stores and all stock returned to Apple, even though the store carried on trading for another couple of months.

That doesn't sound too different from typical rep work that goes on in quite a few stores. I imagine this Harrods idea would effectively have a true store-within-a-store layout where payments for Apple would be taken via Apple's own tills, rather than the main store ones. I don't know, it's all getting a bit confusing now. :D
 
Fortnum & Mason do great hampers. Harrods beats it in every other way though. Harrods' Food Hall is widely believed to be the most luxurious in the world.

I've never had any problem with Harrods staff or customer service. Given that over 300,000 people pass through their doors on a good day, it would be a miracle if all of those people left feeling 100% satisfied. You can't please everyone etc.

The Apple store within a store will be positioned in the relevant tech/audio/visual department. Placing it anywhere else wouldn't make sense and would not be in keeping with the stores layout. Understandably, this isn't a situation where Apple gets to call the shots. They're probably happy enough having their own spot in the store.


I love the Lebanese restaurant in Harrods. :rolleyes: YUM!
 
I love the Lebanese restaurant in Harrods. :rolleyes: YUM!

Had to plus one this! :)

One a separate note, I know that the staff at John Lewis are not Apple Employees they are definitely JLP staff. I don't know about PC World but their level of knowledge wouldn't make them specialists in anything except selling extended warranties of dubious quality!
 
Had to plus one this! :)

One a separate note, I know that the staff at John Lewis are not Apple Employees they are definitely JLP staff. I don't know about PC World but their level of knowledge wouldn't make them specialists in anything except selling extended warranties of dubious quality!

It's actually both for John Lewis stores. You'll find Apple reps, but also actual Apple employees in some stores.
 
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The US has absolutely the best customer service of any country I've ever been to. This is coming from a dual uk/Canadian citizen. I've been to almost 20 countries and lived in 4 and hospitality in the US is something locals take for granted. In many countries tou dont even get a "hello" or "how's it going" when you walk in the store oe "have a nice day" when you leave, nevermind a pleasent conversation with the staff. Finland comes a close second for friendliness. I really hope that Apple is using this as something that goes with their brand.
 
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The US has absolutely the best customer service of any country I've ever been to.

I'd have to agree with this. There may be pockets of customer-friendliness in odds places I've not been to, but as far as big countries go, the USA is the place for good service at just about every price-level.

I've often wondered why this should be so. And while there are probably a host of cultural and economic reasons, I think the biggest factor is the overall high quality of the front-line supervisors and managers.

I think its fair to say that British or French or German teenagers are not any more lazy, callow, and shiftless than their US counterparts. The difference is that US low-level store managers and supervisors simply seem to have a level of initiative and drive that seems absent in many other places.

I've seen plenty of stores in the UK, Germany, France, Spain, etc. where the sidewalk directly outside was filthy with trash, etc. And the managers seemed oblivious, or had the "its not my job to clean the street" attitude. Whereas in the US I think a) a store manager would feel empowered to make sure the mess got cleaned up (even if that wasn't necessarily in the job description or store operations manual); b) would recognize how something like the mess would discourage customers; and c) not worry about contravening the local municipal street cleaners union rules.

Maybe in the US low level managers know that many CEOs started up working minimum wage retail jobs; whereas in Europe etc. those people went straight to University, Business School, etc. without ever "getting their hands dirty."

But whatever it is, I think this is something about the US we ought to be proud of.
 
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The US has absolutely the best customer service of any country I've ever been to. This is coming from a dual uk/Canadian citizen. I've been to almost 20 countries and lived in 4 and hospitality in the US is something locals take for granted. In many countries tou dont even get a "hello" or "how's it going" when you walk in the store oe "have a nice day" when you leave, nevermind a pleasent conversation with the staff. Finland comes a close second for friendliness. I really hope that Apple is using this as something that goes with their brand.

That's the Canadian in you speaking. No true cynical, grumpy Brit would allow somebody to ask "How's it going?" without pointing out the gross grammatical error contained therein. Nor would they allow anybody working in somewhere like Harrods to say the words "Have a nice day" without questioning the sincerity behind the wishing of good will while also having to subvert the image of some acne-ridden American teenager in a paper hat serving fries.

I personally prefer the "don't speak until spoken to" dynamic of Customer Service that exists in the UK and actively abhor the recent "Americanization" of many shop's policies when it comes to engaging customers. If I need help, I'm perfectly capable of asking for it. I certainly don't need some member of a clone army being falsely amicable to me because he's been told to (or because of a commission).

I can actually say truthfully that I have LEFT shops because of over-zealous staff and taken my business elsewhere, and I have certainly bought items online solely to avoid Shopping "Malls" with their American ideals of "Customer Service".

I know I'm not alone, and I'm acutely aware that it's a quirk of British culture. Just understand that although we might sometimes speak what sounds like the same language, there are cultural divides that often won't make sense after translation. British people broadly distrust nice people, especially strangers. I don't 100% understand why we're so cynical, but I suspect it might be because we live in a country where it's cold and it rains 300+ days of the year. The fact is, we can't really comprehend why a shop assistant would be so happy and 'helpful' when he works for a relatively low wage in a tertiary services industry having to serve annoying people like us. Your idea of "Customer Service" is therefore met with awkwardness, suspicion and disdain.

No doubt this proposed Apple Store will be staffed by Apple Staff in their casual dress and "American" attitude to Sales. A far cry from the "suited & booted" professionals in other Harrods Departments. And that is why the savvy, discerning Londoner will do his shopping for Apple Products online and leave the tourists to fight over the shiny iPads on display...
 
Customer service

It will be interesting to see what model they use for customer service. For those who have experienced Harrods, would a "don't talk to them till they touch something" kind of model be out of place?
 
It will be interesting to see what model they use for customer service. For those who have experienced Harrods, would a "don't talk to them till they touch something" kind of model be out of place?

My girlfriend used to work in the Glassware Department and has shown me internal memos actively suggesting that female staff wear stiletto/kitten heels and essentially "doll themselves up" to be more attractive to men but within a strict "Classic, debonair framework". Apparently internally they have all sorts of regulations governing everything from hair length, length and width of sideburns, condition of nails, haircuts (which should complement facial features and skin-tone?!)

I can't imagine that dress-code fitting in with the casual T-Shirts, Baggies & Lanyards look of a traditional Apple Store ruffian.

The Customer Dress-Code has been relaxed in recent years and now simply consists of the following:

The Dress Code does not permit any person to enter the store dressed in the following manner: wearing high-cut, Bermuda or beach shorts; swimwear; athletic singlets; cycling shorts; flip flops or thong sandals; with a bare midriff or bare feet; or wearing dirty or unkempt clothing.

It used to disqualify T-Shirt wearers, Football Jerseys (unless they were those of former owner Mohammed Al-Fayed's Fulham FC), Sports Shoes/Trainers etc.

My suspicion is that if this Store within a Store implementation happens, the Apple Staff will simply wear Standard Apple Store Uniform. Dilutes the magic a little but Apple has too strong a brand identity to make these kind of concessions.
 
I personally prefer the "don't speak until spoken to" dynamic of Customer Service that exists in the UK and actively abhor the recent "Americanization" of many shop's policies when it comes to engaging customers. If I need help, I'm perfectly capable of asking for it. I certainly don't need some member of a clone army being falsely amicable to me because he's been told to (or because of a commission).

I can actually say truthfully that I have LEFT shops because of over-zealous staff and taken my business elsewhere, and I have certainly bought items online solely to avoid Shopping "Malls" with their American ideals of "Customer Service".

I know I'm not alone, and I'm acutely aware that it's a quirk of British culture. Just understand that although we might sometimes speak what sounds like the same language, there are cultural divides that often won't make sense after translation. British people broadly distrust nice people, especially strangers. I don't 100% understand why we're so cynical, but I suspect it might be because we live in a country where it's cold and it rains 300+ days of the year. The fact is, we can't really comprehend why a shop assistant would be so happy and 'helpful' when he works for a relatively low wage in a tertiary services industry having to serve annoying people like us. Your idea of "Customer Service" is therefore met with awkwardness, suspicion and disdain.

No doubt this proposed Apple Store will be staffed by Apple Staff in their casual dress and "American" attitude to Sales. A far cry from the "suited & booted" professionals in other Harrods Departments. And that is why the savvy, discerning Londoner will do his shopping for Apple Products online and leave the tourists to fight over the shiny iPads on display...

Speak for yourself. I'm in London and I think beyond the slight humorous theme of your post I can't help but think you're actually being serious about things like leaving a store because of the over-zealous staff and how you seem offended when someone asks if you need help? I don't actually see a lot of nice people in stores in London, most of the ones I've seen tend to be somewhat rude and unhelpful (and I don't mean not knowing the answer to my question, but just not doing anything about it e.g. trying to find someone who knows). There's nothing wrong with someone asking me if I need help, it's their job and all I have to say is yes or no - where's the harm in that?

I work in retail part time and I don't pounce on people the moment they enter my area, and I don't go and ask every customer if they need help but at the same time I don't just stand around waiting for them to come to me. It's a bit of both, really, and usually it's more a case of me approaching the customer. I appreciate you're totally capable of asking for help, that's great, but at the same time there'll be someone the exact opposite of you complaining about how an employee never approached them for help, they had to do it themselves.

Anyway, in sales you'd have to be active. There'll always be the few customers like you and I who probably know what they want and just want to buy it (hence the online shopping for you, I guess), but in my experience the vast majority of people who come in to the store where I work will expect someone to come help them, and honestly if they just see me stood around, not engaging them, they'll go to another rep for another company.
 
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Ubuntu said:
Speak for yourself. I'm in London and I think beyond the slight humorous theme of your post I can't help but think you're actually being serious about things like leaving a store because of the over-zealous staff and how you seem offended when someone asks if you need help? I don't actually see a lot of nice people in stores in London, most of the ones I've seen tend to be somewhat rude and unhelpful (and I don't mean not knowing the answer to my question, but just not doing anything about it e.g. trying to find someone who knows). There's nothing wrong with someone asking me if I need help, it's their job and all I have to say is yes or no - where's the harm in that?

I work in retail part time and I don't pounce on people the moment they enter my area, and I don't go and ask every customer if they need help but at the same time I don't just stand around waiting for them to come to me. It's a bit of both, really, and usually it's more a case of me approaching the customer. I appreciate you're totally capable of asking for help, that's great, but at the same time there'll be someone the exact opposite of you complaining about how an employee never approached them for help, they had to do it themselves.

Anyway, in sales you'd have to be active. There'll always be the few customers like you and I who probably know what they want and just want to buy it (hence the online shopping for you, I guess), but in my experience the vast majority of people who come in to the store where I work will expect someone to come help them, and honestly if they just see me stood around, not engaging them, they'll go to another rep for another company.

For better or worse, America seems to anticipate and embrace the invasive sales-style a lot more than we do traditionally in the UK. (or they at least have a much better tolerance of it's insincerity than I do). My only suggestion was that Brits tend to be a little more guarded and therefore the sales assistant's approach often needs to be more subtle/nuanced.

I'm sure you're very good at what you do...and assuming the place you work doesn't script or dictate the 'rules of engagement' with reference to customers, then I'd also wager that most of the time you can make a judgement call on whether to engage a customer based on body-language, or can "make yourself open to them" by establishing eye contact and smiling or similar. There are ways of letting the customer know you are available without even having to speak. And if you do have to speak...it should only ever be in a "Customer Service" capacity and not overtly "Salesy".

That is the kind of service I appreciate and expect at places like Harrods. My experience of Apple Stores on both sides of the Atlantic (when they're not ridiculously busy) is usually some benign & scripted engagement about me trying the new *INSERT THE LATEST CUPERTINO-DESIGNED SHINY THING HERE*...even when it is blindingly obvious that I'm popping-in for a flying-visit on my lunch break to pick-up a pre-researched and pre-determined car-connector kit or similar and that I want to be in-and-out as quickly as possible.

Often no intelligence or common-sense is allowed to be applied by individuals in favour of the blind Capitalist chase for cash.

I'm a person who likes to be served by individuals. We're human beings after all...Not sausages in a sausage factory!

Although I hope the "Store within a Store" Apple Staff will be held to Harrod's ideals over and above the ideals of Apple (it would certainly make the store worth a visit), I'm not holding my breath.

PS. I'm acutely aware that I may be coming across as a pompous & pretentious pedant...and you'd be right!
 
PS. I'm acutely aware that I may be coming across as a pompous & pretentious pedant...and you'd be right!

You are, and I'm with you. Looking at all the other brands which operate within Harrods, I don't know if being 'just another Apple store' is enough. If Apple staff weren't a good fit, the management would just end the agreement and remove them. It wouldn't make a dent on their margins, which I'm guessing are ridiculously slim.

And for people criticizing Harrods' customer service; they're hardly a failing business now are they? They do have Russian, Arabic and Chinese speaking staff too, and they all adopt a different approach to customer service. It's cultural.
 
the store-within-a-store concept is pretty cool, I would just be skeptical of selling Macs in a department store, doesn't seem ideal.
 
I'm waiting for Jay Leno to come out and make fun of Apple like he does Starbucks. If you make it into Leno's monologue of stores-within-a-store jokes, you're doing well for yourself. :D
 
the store-within-a-store concept is pretty cool, I would just be skeptical of selling Macs in a department store, doesn't seem ideal.

It works quite well at the store where I work, mainly because Apple really commit. They spend A LOT on their display area so it stands out incredibly well and it means they can catch the customers who are loyal to my store.
 
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