It was our seventh wedding anniversary. Erica’s parents graciously offered to watch our kids while we snuck away for something we hadn’t had in a while…a date! We were in Portland and took a trip downtown to explore the city. We were on a mission, and there was only one thing on our minds. We were headed towards the Apple Store to take a look at the newest Apple Watch! We were beyond excited to see them firsthand, try them on, and play around with the new technology. We walked out the the store with a shiny new Apple Watch and continued on our fun date.
A few days after making our purchase, Jon was talking with a friend about what they bought and the total cost. His friend Ben was interested in buying one for his wife, and wanted to know the scoop on what we found. Ben later circled back with Jon to let him know that he had bought the exact. same. watch. He bought it as an open box special at Best Buy for $150 less than we paid!! Jon’s response? ‘Wow, I didn’t even think to look there. I wish I would have thought of that.’ But then Ben said something that made Jon stop.
“Yeah, but you got the Apple experience. That’s well worth the money.”
Wow.
When he stopped to think about it, Jon remembered the details of shopping for that watch.
When we walked through the door we were inundated with the atmosphere of everything Apple. The clean lines, white walls and natural wood tables dressed with device after device instantly got us excited about being there. There was a special sense of esteem that we felt as an Apple Rep greeted us and began to open cases and hand us watches. The entire experience felt tailor made for us. We had our rep’s undivided attention. We asked questions, he had answers. We wanted to see different combinations, he made them happen. He wasn’t pushy. He never made us feel pressured. He simply provided an amazing experience and was there to support us. It was fantastic.
And the great experience didn’t stop when we made the decision to purchase. In fact, it became even more personalized. He made the transaction painless. He fetched a brand new watch from the back, and offered assistance setting it up in the way Erica would like it. We didn’t leave with just a product. We left with an experience. It’s an experience we relive every time we purchase a new Apple product. And it is part of what makes their brand so strong and their users so loyal.
The most amazing thing is that to Jon’s friend Ben, it was no question that the experience was well worth the extra money. And the truth is, we have to agree. It marked us with a perspective on what an experience looks like for our own clients. It has shaped the way we do everything from booking a session to photo delivery. Every part of the process is an intentional effort to create an amazing experience beyond the product. It’s why we believe so strongly that communication matters. It is why so many of our clients become close friends. And it’s the reason we are able to accomplish our ‘Why’ with our clients – Positively impacting the lives of everyone we meet.
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