What we can learn about communication... from the Apple Genius Bar.
(from my pals at the WSJ)
If you spill coffee all over your laptop and bring it to the Genius bar, they won’t say, “That’s stupid” or even “That wasn’t smart.” Instead, they’re trained to say, “That’s’ not recommended.”
The also won’t say, “Do you have any questions?” Instead, they’ll ask, “What questions do you have?” The difference? Their way is open ended, so your response can’t be “yes or no.”
And if they’ve sold out of the iPhone 4S, they can’t say, “Unfortunately there are none in stock.” Instead they’ll say, “As it turns out, we’re out of stock.” They don’t want the negative impression the word “unfortunately” connotes.
I tried the Genius approach on my wife last night when she asked if there were any more ice cream sandwiches left in the fridge....or had I "eaten them all again".
I replied: "Unfortunately, there are none in stock. What other questions do you have?"Back