In a viral TikTok video, a former Apple Store employee revealed an alleged special program that retail employees could use to “surprise and delight” customers with additional benefits.
TikTok user @Tanicornerstone explained the alleged program in a response to a video asking for “secrets that only employees know.”
“I used to work for Apple. So the first thing; rude customers, like we have some psychopaths in that store, but if you’re rude to geniuses or concierges, you’ll most likely solve your problem – they’ll pay for it anyway, “the former retailer explained.
However, she adds that each apparent staff member has a specific number of “surprise and delight” cases that they could use to go beyond normal customer service to “truly amazing” customers.
“I used to see a lot, people came with phones as if they were damaged water and you are not allowed to replace them free of charge. However, the geniuses used a “surprise and delight” to be able to offer someone a free replacement, “she said.
Commentators on the TikTok video confirmed the claim, including customers who received exceptional services or other former Apple Retail employees. Some, however, dismissed claims that Apple had such a policy, while others say the video erroneously equates “surprise and delight” with programs that have been discontinued since then.
Her video now has over 114,000 likes and generated 866 comments.
It is not clear whether the “surprise and delight” program is still in place or whether it was in fact a retail policy. However, there seems to be a lot of anecdotal evidence to suggest that customers who are kind to retail staff could benefit from better service.
“I was a BROKE student with an older MacBook whose battery had to be replaced. The genius didn’t charge me,” said one commenter.
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