An Apple customer in Miami asked for black headphones but was told the store only carried white ones. The elderly shopper's response—hoping Apple wouldn't get complacent—shows why listening to customers matters more than defending what you already make.
Your customer are happy that I had a good service today, but you're gonna get better tomorrow. That's amazing. That actually encourages your customer to come back. They feel almost like they're part of the journey with you. Yeah. And I remember once when I bought my first Apple computer back in South Beach, Miami, I was in the store and this elderly woman came in. She was looking for a pair of black headphones or black earphones with a cable and things. And she asked the sales representative there, did they have it in black? And he said, oh, I'm sorry, we don't do black. We only do white. And this customer having so much ownership of a company that she was giving her money to, I will always remember these words. She said, I hope we are not resting on our laurels. And I loved that. She was a customer. She wasn't an employee. She wasn't a shareholder. She was just a customer buying things from the company.
