Apple Revamping Retail Store Staffing and Checkout Tools

[Rocketman]

Windows 7 shirts so all those Apple haters drift in and accidentally see a whole row of computers on display with no blue screens and no crashes. "These are great PC's."

And BTW, they are.

Rocketman

 

[The Samurai]

Never found the colour coded tshirts 'confusing' but I suppose to a new user visiting the store, it could be difficult.

Overall, nice changes coming up.

 

[wonderbread57]

What is an Ipod touch scanner? Is this the first input device for ipod touch? Surely 3rd party manufacturers aren't allowed to make a camera accessory for the ipod touch.

 

[Smith288]

Not even close IMHO. The LACK of registers has sped up my check-out time every time and glad they got rid of them. Cleans the store up and speeds up the process. Glad to see they're dumping the Windows devices and using their own.

More service based operations need to use mobile check out... especially restaurants. Never been too happy with my CC going for a walk out of my sight for several minutes (or more) when paying up after a meal. I'd like to see them be able to check out right at the table.

I disagree... I have been left wandering the floor looking for an apple guy to help me out. If there was a way to determine checkout easier, like the colored shirt, I am all for it. I shouldnt need to go on a scavenger hunt to purchase goods.

 

[ArcaneDevice]

Not even close IMHO. The LACK of registers has sped up my check-out time every time and glad they got rid of them. Cleans the store up and speeds up the process.

How? When you go in and know exactly what you want to buy (and it's something simple, like a video adapter) more often than not you have to wander around trying to find someone to sell it to you. Then you usually get the choice of having to lurk around behind other people wanting a full product tour from the staff or wandering around the genius desk behind someone waiting for tech support.

It's like trying to catch a taxi in the middle of a city when there are only 5 taxis around.

 

[aristobrat]

You have to go stand in line if your'e buying with cash.

No, you won't. The new method will allow the remote devices to accept cash (they'll make change from a cash drawer, if needed) -- no need to go stand in line anymore.

Curious if check writers will still have to stand in line...

The LACK of registers has sped up my check-out time every time and glad they got rid of them. Cleans the store up and speeds up the process.

That's how I feel too.

Most Apple Stores don't have room for 5 cash registers, much less twenty. But they can have twenty employees on the floor with these wireless devices ringing up sales.

...

These changes should only improve things. EasyPays were slow and couldn't accept cash transactions. If these new devices work at a "normal" pace, that's going to speed transactions up remarkably!

 

[thegoldenmackid]

The idea of sharing roles will be the most productive change in my opinion of these changes.

 

[aristobrat]

How? When you go in and know exactly what you want to buy (and it's something simple, like a video adapter) more often than not you have to wander around trying to find someone to sell it to you.

I guess it depends on the operations of your store. The store near me almost always has at least one employee working in the Family Room (with the software/peripherals), specifically there to ring up transactions for people like you.

 

[rhinosrcool]

Wow! I can't believe it. Many of you agree with me about the hassle of checking out at an Apple store. It sucks! Give me back my central register! If other sales people want to ring up sales, fine; but I want to be able to check out without trying to figure out whom to talk to.

 

[JasonD]

I hate buying anything in an Apple Store. They're always busy...you finally find someone free and they can't sell you something, you have to find someone else wearing a yellow shirt or whatever.

Want to really get frustrated? try buying something with cash, then you have to find the one person in the store who has access to change.

 

[WestonHarvey1]

Glad they're moving to iPhone based purchasing. Those clunky PDAs practically screamed "Apple products aren't for business".

 

[asrai]

I disagree... I have been left wandering the floor looking for an apple guy to help me out. If there was a way to determine checkout easier, like the colored shirt, I am all for it. I shouldnt need to go on a scavenger hunt to purchase goods.

Never been an issue for me.

How? When you go in and know exactly what you want to buy (and it's something simple, like a video adapter) more often than not you have to wander around trying to find someone to sell it to you. Then you usually get the choice of having to lurk around behind other people wanting a full product tour from the staff or wandering around the genius desk behind someone waiting for tech support.

It's like trying to catch a taxi in the middle of a city when there are only 5 taxis around.

again, no issue and there is also the stand alone register if needed. You'd find a 'floating' register OTW to the solo one.

No, you won't. The new method will allow the remote devices to accept cash (they'll make change from a cash drawer, if needed) -- no need to go stand in line anymore.

Curious if check writers will still have to stand in line...


That's how I feel too.

Most Apple Stores don't have room for 5 cash registers, much less twenty. But they can have twenty employees on the floor with these wireless devices ringing up sales.

...

These changes should only improve things. EasyPays were slow and couldn't accept cash transactions. If these new devices work at a "normal" pace, that's going to speed transactions up remarkably!

Precisely...

 

[aristobrat]

I hate buying anything in an Apple Store. They're always busy...you finally find someone free and they can't sell you something, you have to find someone else wearing a yellow shirt or whatever.

Want to really get frustrated? try buying something with cash, then you have to find the one person in the store who has access to change.

Cool, sounds like the changes Apple is making addresses both of your problems above.

Glad they're moving to iPhone based purchasing. Those clunky PDAs practically screamed "Apple products aren't for business".

Those chunky Symbol PDAs were also designed to survive a fall (onto a concrete floor) from a height of 6ft. I'm very curious to see how Apple is going to "dress up" the touches to be as durable!!!!

 

[AppleMojo]

I've never had a problem identifying or getting help from Apple employees...

Just put a "I'm happy and about to purchase" look on your face and they mob you!

 

[Doctor Q]

It would be simple for Apple to design outfits for their staff that followed a consistent style but had variations by job type other than color. Just start from a basic uniform and stick on the appropriate insignia.

 

[asrai]

I've never had a problem identifying or getting help from Apple employees...

Just put a "I'm happy and about to purchase" look on your face and they mob you!

True enough

 

[Eidorian]

It would be simple for Apple to design outfits for their staff that followed a consistent style but had variations by job type other than color. Just start from a basic uniform and stick on the appropriate insignia.

I knew what you were referring too before I even hovered my cursor over the link.

I don't go to the Apple Store anymore. It's a crowded mess of pedestrian people. This is before I even make it to the staff.

 

[ArcaneDevice]

again, no issue and there is also the stand alone register if needed. You'd find a 'floating' register OTW to the solo one.

If by "stand alone register" you mean one dedicated person with a pay pad - then no, same issue. Except now you likely have people wanting product tours and assistance gathering around the person designated as sales.

And if that person exists then I've never noticed because I have no idea what color shirt they were supposed to be wearing. Their interactions with the customers at our local store has been exactly the same as any other member of staff.

The buying process goes like this for myself and anyone I've ever been to the store with:

1. You pick up your product and look around aimlessly.
2. Move to the middle of the store.
3. Stand there like a lighthouse spinning around until you spot any Apple badge on any color shirt.
4. Wander over to them.
5. Stand there on lookout, shuffling your feet while they describe how a Macbook works to someone else.
6. Try and spot an opening anywhere else. Even if it's the mass huddle at the Genius Bar.
7. Get to the employee before they have to explain where the start menu is to another customer.
8. Fail and it's back to step 2.

 

[Roessnakhan]

1. You pick up your product and look around aimlessly.
2. Move to the middle of the store.
3. Stand there like a lighthouse spinning around until you spot any Apple badge on any color shirt.
4. Wander over to them.
5. Stand there on lookout, shuffling your feet while they describe how a Macbook works to someone else.
6. Try and spot an opening anywhere else. Even if it's the mass huddle at the Genius Bar.
7. Get to the employee before they have to explain where the start menu is to another customer.
8. Fail and it's back to step 2.

This is pretty much how its been every time I go to the Apple Store.

 

[icanhazapple]

of the positive comments posted here for the Apple retail experience, I would peg 50% of them being posted by Apple Retail ASM's. Buffing it will not help get you promoted. If you haven't already noticed, RJ is going to squeeze every penny out of you. EPS is way too high for the common. Prepare to come back down to earth.

Lawyered.

 

[Mal]

If by "stand alone register" you one dedicated person with a pay pad - then no, same issue. Except now you likely have people wanting product tours and assistance gathering around the person designated as sales.

And if that person exists then I've never noticed because I have no idea what color shirt they were supposed to be wearing. Their interactions with the customers at our local store has been exactly the same as any other member of staff.

The buying process goes like this for myself and anyone I've ever been to the store with:

1. You pick up your product and look around aimlessly.
2. Move to the middle of the store.
3. Stand there like a lighthouse spinning around until you spot any Apple badge on any color shirt.
4. Wander over to them.
5. Stand there on lookout, shuffling your feet while they describe how a Macbook works to someone else.
6. Try and spot an opening anywhere else. Even if it's the mass huddle at the Genius Bar.
7. Get to the employee before they have to explain where the start menu is to another customer.
8. Fail and it's back to step 2.

Actually, every Apple store has a standard cash register where you can (and must, until these changes are implemented) pay with cash, or with credit if you simply wish to pay at that spot. There's always a line though, which makes the mobile pay stations easier overall.

jW

 

[jayducharme]

Using Touches makes so much more sense. It's a great ad for the Apple devices. It shows the utility and "business" use of the Touch. I wonder if any of the employees will be able to use their iPhones instead? I see lots of the employees using them to check appointments and such. Seems silly for them to have their iPhone and also have to carry a Touch.

 

[zombiedictator]

I like how almost all of the focus of this post was the changing of shirt colors and a payment system and not that everyone of their non-genius employees will become sales agents with numbers to meet where failure to meet those numbers results in termination.

Yes, that's the BIG news; all Apple employees are now turning into glorified commission-based sales people. Or you can focus on the t-shirt color changes.

 

[JAT]

Glad they're moving to iPhone based purchasing. Those clunky PDAs practically screamed "Apple products aren't for business".

And they should turn whatever this PoS system is into a product for sale to other retail companies. Would be better with a built-in camera, though.

 

[asrai]

Actually, every Apple store has a standard cash register where you can (and must, until these changes are implemented) pay with cash, or with credit if you simply wish to pay at that spot. There's always a line though, which makes the mobile pay stations easier overall.

jW

Right, and I've never had any problems finding them... even in a crowded store.