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Twas the Day before Christmas and all through the Apple Store
Dec 26, 2008

Creativity , exceeding expectations,  great communications, being easy to do business with, having fun, being understood, being made to feel important are just some of what I experienced in purchasing an iPhone on Christmas Eve at the Grove in Los Angeles..  The joy of dealing with the Apple store begins as you enter  and are greeted warmly by their associates wearing their usual T Shirts, but these were slightly different:

"Oh what fun it is too train"
"Welcome to our workshop"
Like Rudolf, I'll show you the way"
"Santa has elves; you got me"
"If I were a reindeer , I'd be Fixin" 

What a relaxing mood is created by how they do , what they do; even the the very simplest of things, the little things really mean a lot.  Quite frankly, the little things they do lead to very large individual customer sales.  Their associates are so well trained, so polite, so informed, so responsive.  In 30 minutes my iPhone was up , programmed and fully operational.  I left their store feeling, comfortable, informed and almost fully operational. How they communicate through e-mail from appointment setting, through confirmation, through purchase receipt, surveys and thank you is timely, efficient and very clear.

They are moving through this difficult economy, feeling the pinch like everyone, but their loyal base of clients continues to remain intact and the word of mouth they create through those customers reaches out to new customers all the time. They are a Benchmark that says "How you do... what you do determines who you become and how you are remembered."


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How you do... What you do gives us hope in what is perhaps the most comprehensive book published in awhile on the topic of transforming your culture into one that is renowned for Service Excellence. 

"How You Do What You Do", by Bob Livingston

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