frank's blog

Apple’s Secret to Delivering a Consistently Good Retail Experience

Posted in ideas, quality by aldorf on July 21, 2012

I hate bringing up this brand always as an example but they do a lot of things right.

The short lesson from this article about Apple’s retail experience is that if you want people to have a consistently good experience with your store, you must CONTROL everything. No element of your store’s experience should be left up to a random element of choice as decided by an hourly employee.

A 2007 employee training manual lays out the A-P-P-L-E “steps of service” with an acronym of the company name: “Approach customers with a personalized warm welcome,” “Probe politely to understand all the customer’s needs,” “Present a solution for the customer to take home today,” “Listen for and resolve any issues or concerns,” and “End with a fond farewell and an invitation to return.” It is reportedly still in use today.

Freedom comes on the other side of control. Question is, how are we controlling the experience in our stores?


Tips For Better Ideas

Posted in Animation, design, film by aldorf on January 27, 2010

Vodpod videos no longer available.

For more info visit:

The Rethink Scholarship is an $18,000 scholarship for aspiring art directors and designers to Langara College’s Communication and Ideation Design program. The winner will also receive a 3-month internship with

Pop-Up Restaurant by komBo, Copenhagen

Posted in food, ideas by aldorf on December 18, 2009

popUp restaurant” at A_huset. The idea is to invite people for an eating experience, away from it´s normal setting at a cool location that only exist for a short period of time. “I miss cooking but certainly not the restaurant and by doing it in this way, I get rid of the restaurant.” ( Bo Ramsøe Lindegaard). The plan is to do this about 6 times during next year in different locations throughout Copenhagen and maybe once abroad. Get your reservation at

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