Hi friends. Every so often I like to give you a few insights into what I’m reading, listening to, watching or surfing on the web. With the recent re-make of the Challenge Learning Services and our focus on teaching based upon learning styles, I’ve been paying close attention to what makes a great customer experience. Of course, in the Rescue Mission our clients perhaps aren’t your typical customers, but I think everybody wants to be treated with the same dignity and respect.
One of the places I’ve been considering is the Apple Store at University Village. They have a different concept from other stores and it makes for a great customer experience. This being the case, I took a group of Mission dept. Directors on a road trip last week to visit an Apple Store and see what lessons we could take away. Here are a few of the ideas I had: 1. multiple points of interest – when you walk into an Apple Store, you can go to any of the different display tables that have product to play with. All the displays are interactive and you can just jump right in and use the product. It makes for an immediately point of contact and interest. 2. Genius Bar/One-on-One tables – the Apple Stores have a “Genius Bar” where you can sign up to ask a computer geek anything your heart desires. This is a great idea and I’ve used it several times. It takes the fear out of computer ignorance and makes the user experience bette. I’m thinking of how we can use this concept in our learning center, but I think it would be useful for churches as well. Like an info desk, but with a useful, interactive purpose. The One-on-One table is where a customer can get coaching on how to use the product. It’s non-threatening and personal. Both of these concepts turn the ‘retail’ idea on its ear, because you are being served, not just being sold. 3. Check out – Apple has a instant check out where a handheld scanner allows people to check out with out standing in line for your product. This is great. There are just three ideas I picked up from the Apple Store. I’m not totally sure how some of them are applicable to Rescue Mission work just yet, but I know that by seeing what works in other contexts, I can dream and imagine what might make us more effective in the service of others. We have many different contexts where we can be applying learning. In our school, food service, drug rehab program, case management, donor relations, and more. I challenge you to be looking for ways you can innovate and improve in your area. You don’t need permission to be great, just do it. I also encourage you to add any lessons I may have missed from the Apple Store or share an experience where you have learned something from another company. DC
