In a viral TikTok video, a former Apple Store employee revealed an alleged special program that store employees could use to “surprise and delight” customers with additional benefits.
TikTok user @Tanicornerstone explained the alleged program in a response to a video asking about “secrets only employees know.”
‘I used to work for Apple. So the first: rude customers, like we have psychopaths in that store, but if you’re rude to the geniuses or the concierge, your problem will most likely be solved no matter how you go to pay for it, ”the former store associate explained.
However, she adds that each member of staff apparently has a specific number of “surprise and delight” examples that they could use to go beyond normal service for “really great” customers.
“I used to see a lot, people came in with water-damaged phones and you can’t replace them for free. However, the geniuses used a ‘surprise and pleasure’ to get someone a free replacement,” she said.
Commenters of the TikTok video confirmed the claim, including customers who received exceptional service as well as other former Apple Retail employees. However, some have refuted claims that Apple had such a policy, while others say the video falsely equates “surprise and pleasure” with programs that have since been discontinued.
Her clip now has over 114,000 likes and generated 866 comments.
It is not clear if the “surprise and delight” program is still in place or if it was a retail policy at all. However, there seems to be plenty of anecdotal evidence to suggest that customers who are nice to store employees may be able to get better service.
“I was a BROKE student with an older MacBook that needed battery replacement. The genius didn’t charge me,” said one commenter.
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