Ex-Apple store worker confirms ‘secret’ policy that rewards polite customers


A woman who previously worked for Apple has revealed that being polite to staff in the stores can really pay off thanks to the company’s ‘surprise and delight’ policy.

TikTok user @AnnaXJames began a trend by asking other people on the platform: “If you have worked for a large corporation, like a chain of a restaurant or a retail place, I want to hear the secrets that only the employees know.”

The video received countless replies but one from an ex-Apple employee went viral after she explained how much your behaviour in the shop can affect your bank balance.

In a video captioned ‘Apple goss tips and tricks’, @Tanicornerstone explained: “I used to work for Apple. So the first thing; rude customers, like we got some psychos in that store, but if you’re rude to the geniuses or the concierge people, you will get your problem fixed most likely – however you are going to pay for it.

“But then you come across some really amazing people and there was a term that Apple used called ‘surprise and delight’.

“So essentially every genius and staff member had a quota that they were able to go above and beyond and surprise customers.

“I used to see a lot, people would come in with like water damaged phones and you’re not allowed to replace those without a fee. However, the geniuses used a ‘surprise and delight’ to be able to give somebody a free replacement.”

The insider information racked up more than 870,000 views as people took to the comments to say they had been on the receiving end of a ‘surprise and delight’.

One said: “I can vouch for this! I dropped my phone down the elevator shaft and told them about it and they were so sweet and replaced it for free.”

A second wrote: “I was a BROKE college student with an older MacBook whose battery needed to be replaced. The genius didn’t charge me.”

Another commented: “I worked at Apple retail and can confirm this is 1000% true.”

And other viewers loved the simple scheme, commenting: “It costs NOTHING to be kind to people but clearly good karma pays back.”