My experiences and thoughts as I start a web hosting business and build my first web app.

In 2010 I applied for an Apple Specialist position at the Pioneer Apple store in Portland. By far it’s my most popular post and many have asked for a follow-up about my interview experience. Having been over a year and half, some of the details are vague, but I’ll try to recall as much info as possible.

Before my interview I did some research and read other people’s posts. If you are interviewing for a position, you are probably like I was and just wanted to know what to expect. Those posts were helpful, but from my interview experience, some of those posts increased my anxiety.

When you walk into the Apple store, look for the greeter and let them know you are there for an interview. I wasn’t sure what I should do while waiting for my interviewer, so I chatted a bit with the  greeter. A few minutes later the interviewer came out (I’ll call him Chris as I can’t recall his real name), we shook hands, and then we went out into the mall and sat on a bench. I’m not sure where other interviews take place, but it was nice having the interview out in the public instead of an office as it just felt more relaxed.

Chris wore a black Apple polo shirt and blue jeans. He was affable, but not overly energetic. He spoke a bit about that specific store, how well it compares to other Apple stores (I believe it was 5th in sales, though don’t quote me), their philosophy of sales, customer experience, & goals of the store, as well as the layout of the store – from casual to intimate as users move from the front (browsing) to the back of the store (Genius Bar).

Because it’s been so long I don’t remember any specific questions that were asked, but here’s what stuck with me:

1. They are looking for people who can build their culture. Listen closely to what your interviewer is saying and asking. Although he didn’t come out and say it, in hindsight he basically said “around here, you’re family”. Of course, that is Olive Garden’s saying, but it’s what the Apple Store’s philosophy is for visitors.
2. It’s not about sales. It’s about finding the right solution. You might jokingly say (like I do), “Everyone should have an Apple”, but this isn’t the focus of their sales efforts. I walked into the interview thinking I’d be “selling” Apple products, which made my responses sales centric. They’re more interested in welcoming customers and help them find the right solution. Also, there are no (at least at that time) sales commissions, which keeps the sales pressure low.
3. It’s not about sales. It’s about positive experiences.  This is key. Many of their in-store services like training, one-on-one, and genius bar are losses as far as financials are concerned. But they are integral to ensuring that new customers feel welcomed and extremely comfortable with their new purchase (remember, they just spent 1.5-2 times what they could have spent on a non-Mac computer). Secondly, these services are integral to the life time value of every customer. Think about it. Every positive interaction reinforces your commitment to a company. These services are provided to embrace, empower, and place a positive dollar in every customers “good feeling” bank account. The results are long-term loyal customers.
4. I was too tense. They are looking for people who are hip (think iPod commercials) and who can carry a conversation with different generations of people. This means being all things to all people, which is an important skill to have. While I definitely feel like I have this ability, I don’t think I conveyed it because I was too tense. This caused me to focus on what I expected the interview to be like rather than adjusting to the queues I was receiving during the interview (see point 1, 2 and 3).

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