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It sounds like this situation can be remedied in multiple ways: * Email a customer a reminder email with explicit instructions on who to talk to in-store * Tr

It sounds like this situation can be remedied in multiple ways: * Email a customer a reminder email with explicit instructions on who to talk to in-store * Train the Genius Bar techs to point a customer to the receptionist when looking for an appt * Put up a sign in-store that points customers to the receptionist * Have the receptionist wear a differently-styled uniform than the techs (nametag, color, etc) This does not sound like a difficult problem to solve. Then again, it could have been the perfect storm of events for OP. Maybe the receptionist had to step out and take an emergency phone call. You never know what could happen. At the very least, the techs and associates working the floor should at least be able to point the customer to the correct place/associate. A 'schedule appt' service queue should not be mixed with the 'walk-in' and 'browsing' service queue.

dylan604 7y ago
Or, have the Genius bar receptionist near the Genius Bar. Only in furniture stores am I expecting an employee to grab me as soon as I walk in the door.
- groovybits 7y ago
  Like I said, anything can happen. As far as I'm concerned, it is the customer's responsibility to show up for the appt. It is then the associate's responsibility to initiate the required services - whoever that associate may be. On a personal note: As a customer, I take the concept of a schedule appt much more seriously than simply browsing. With browsing: I am a tentative customer of a product. I am new business. Whether you want new business is up to you. If I have a bad experience, I'll go somewhere else. With a schedule appt: I am a current customer. I have already bought into your product, and now I have an issue with it. If I have a bad experience, I am now under the impression that I have wasted money and time with consulting your associates.

dylan604 7y ago

Or, have the Genius bar receptionist near the Genius Bar. Only in furniture stores am I expecting an employee to grab me as soon as I walk in the door.

groovybits 7y ago
Like I said, anything can happen. As far as I'm concerned, it is the customer's responsibility to show up for the appt. It is then the associate's responsibility to initiate the required services - whoever that associate may be. On a personal note: As a customer, I take the concept of a schedule appt much more seriously than simply browsing. With browsing: I am a tentative customer of a product. I am new business. Whether you want new business is up to you. If I have a bad experience, I'll go somewhere else. With a schedule appt: I am a current customer. I have already bought into your product, and now I have an issue with it. If I have a bad experience, I am now under the impression that I have wasted money and time with consulting your associates.