I went to the Apple store on Madison Avenue with my twelve year old MAC keyboard, that just stopped working. My tech savvy daughter had tried to revive it and was ready to pronounce it “ dead “ but suggested that as a last resort, I should see if the folks at Apple might be able resuscitate it. After walking into their store, which was, once upon a time, a very elegant bank, I was directed downstairs to meet with a technician. I was very doubtful that the keyboard could be saved and had prepared myself to w it and spend $100 or more for a new one. The gentleman that came over to assist me explained that if indeed my keyboard was kaput and I were to purchase a new one, I’d be throwing away my money since all new Apple computers come with high tech keyboards. However he took my keyboard and said he’d run some tests and be back in ten or fifteen minutes.

While waiting, I struck up a conversation with another customer, who actually had an appointment she had made prior to coming to the store and had apparently been sitting patiently awaiting assistance for help with her Apple Watch. She wondered if the staff at these Apple stores were less engaged with customers since Apple products keep selling and they really have a monopoly on the market. I explained my philosophy that regardless of how successful the company is, it comes down to the individuals who work at these stores . And if you engage with them in a personal way, you’re likely to be treated with warmth and respect.

After ten minutes, my tech returned ( I wish i could recall his name)and explained that while my keyboard had indeed died, he was giving me one of the used ones that they had sitting around ! He made sure it worked a d then wished me a good day! Wow! I was delighted that I would get another year or two out of my old Mac before investing in a new one!

I know this is a long review but I wanted to talk about Pico, the manager of the Apple store. I felt bad for my friend who had been waiting and felt she needed an advocate! I asked to see who was in charge and Pico appeared and realized that Pam, my new found friend had indeed been inadvertently passed over ( possibly by me!) and then spent over two hours helping resolve her issues. I left the Apple store with my faith restored not only in the Apple products but in the kindness and empathy that their staff devotes to their customers.