Unfortunately, if you work at the
Apple Store, you're not allowed to say the word "unfortunately."
Genius Bar employees can't say the disappointing word, but instead are told to say "as it turns out," Perez Hilton reports (randomly).
Here are a few more juicy details:
--In-store technicians are told to speak to customers using "simple reassurances" that they're paying attention, such as "I understand" and "Uh-huh."
--Employees must never correct customers who mispronounce words/names, so they don't feel "patronized."
--The retail philosophy at Apple Stores literally spells out A.P.P.L.E.:
Approach customers with a personalized warm welcome.
Probe politely to understand all the customer's needs.
Present a solution for the customer to take home today.
Listen for and resolve any issues or concerns.
*** with a fond farewell and an invitation to return.
Right -- because you're so enraged that Genius Bar appointments are triple booked and that you have to shell out hundreds of dollars for dropping your iPhone in a puddle that you need to be calmed down.
We've been there. That said, it's still a pretty corny policy.