Secondly, keeping calm can be a challenge. It not only means the problem will take longer to fix, but it also drains the resources of the team. Firstly, the biggest pressure Geniuses feel is not wanting to make a mistake or misdiagnose a repair. While Epperson loved his time at Apple, he says the job can be difficult for a couple of reasons. “I’ve seen this happen at the Genius Bar where a girl will come in with her boyfriend who’s all ‘I built a computer from scratch one time using a toothpick.’ And you’re like, ‘Cool story! But this is the context of the situation, and these are the tools I have.’” Ultimately, having an outside “expert” hovering overhead will just gum up the process and make your repair take longer. “There’s tricks to keeping everybody on time, but really as a customer you’re shoving yourself into a system that revolves around a schedule.”Įverybody has the boyfriend, the cousin or the uncle who knows everything about computers. “Each Genius, if they’re working on computers, they’re seeing an appointment every 15 minutes, and then they’re taking a mobile appointment-an iPhone or iPad problem-every 10 minutes.” says Epperson. As you might expect from Apple, there’s an art and science around how the company schedules its Genius appointments. By not having to sit, wait, and watch others get helped ahead of you, it helps to alleviate a major frustration of getting tech support-all the time it can take. If it’s at all possible to make an appointment in advance, you should. It’s their job to direct you to the best person on the floor for your particular need.
The person (or people) on point are typically positioned by the doors, have an iPad in their hands, and have their heads up as they look around for customers to help. Regardless of whether you need help buying or fixing a computer, start with the “person on point”-especially because if you try getting assistance from another staffer, they’re just going to lead you back to one of these workers anyway.
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