By Adrian Chen Working at the Apple Store: Tales from the InsideThe bright, friendly facade of the Apple store hides some weird stuff, according to current and former employees. Porn-stuffed laptops, positivity police, and an anti-gossip gestapo: Welcome to the real Apple Store. After the Wall Street Journal published an account of Apple's retail culture that was as sterile and cheery as Apple Stores themselves, we asked insiders to send us more colorful details about hawking Steve Jobs' pricey chunks of metal. And Apple Store employees had some tales to tell. Here's a selection. Apple employees are banned from saying "unfortunately" when delivering bad news to a customer, urged instead to replace it with the more positive "as it turns out." And management apparently takes the ban seriously: One former Apple employee tells us that his coworker was put under a 90-day probationary period because he said "unfortunately" too much at the Genius Bar. As it turns out, "unfortunately" is just one of a number of "stop words" that are not supposed to pass an Apple Store employee's lips. One Apple Store employee, who was fired in 2009 after two years, writes:
Also, problems aren't "problems"—they're "issues." The linguistic whitewashing extends to relations between management and employees. One former employee who worked at an Apple store in New York City last summer says:
Given some of the crazy bullshit employees have to deal with from their customers, we'd imagine it must be hard to keep up the act. An Apple Store employee of two years who worked as a tech support specialist and quit within the last two months writes:
But even when faced with vomit-soaked iPhones and cockroach-infected iMacs (both of which one Genius says he dealt with), Apple Geniuses must please the customer above all, or face the dreaded "detractor". The same employee writes:
Trash-talking problem customers in the break room is a cherished retail tradition. But if Apple Store employees complain to their coworkers, they might get ratted out. "Employees are given no outlet to vent about such a high stress job," writes a former employee who was just fired (for planking!):
Almost every current or ex-employee who emailed us they were worried about blowback from a secrecy-obsessed Apple and wanted to remain anonymous. (Many mentioned still-active Non-Disclosure Agreements.) According to a number of employees, Apple employees a team to scour Apple-related message boards and websites for signs of any current or former employees gossiping. One referred, fearfully, to Apple's "team of lawyers and data miners"; another called them "forensic internetters." It's all very Church of Scientology. Not everyone who emailed us had horror stories to share. Writes one current, happy Apple Store employee:
Based on what we heard, the Apple Store seems like a great place to work if you are capable of stowing your ill will, cynicism, frustration and impatience—i.e. humanity—into a little box at the start of each work day and fawn over a stream of idiotic customers without complaint. No wonder people like shopping at the Apple Store so much. [Photos via Getty] | June 16th, 2011 Top Stories |
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Thursday, June 16, 2011
Working at the Apple Store: Tales from the Inside
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