What the Apple Watch Reminded Me About Human Interaction.
The other day I got a watch. But not just any watch. An A to the P to the Apple Watch. Yes I realize that spells Ap-apple but you get the point. This watch is a big deal. Not only is it a sick watch. You can make calls from the watch without your phone. Finally!
I don’t know how Apple does it. But I’m pretty sure the package was levitating when I got home. I knew right then and there that the whole experience would be magical.
So I opened the box, went through the incredibly easy set up process to sync the watch with my phone.
And the watch didn’t work. Yes, you heard me correctly. It didn’t work.
The watch mostly worked but there was one reason I purchased it. So I could receive phone calls on my watch without having my cell phone. And that part did not work.
So I called Verizon
The Apple Watch app on the iPhone said “blah blah blah. I don’t work, call your carrier” so I called Verizon.
At this point, I was a little annoyed but I wasn’t showing it. I kept my composure, called Verizon, and they told me to call Apple….
Cool. Cool. No big deal. First world problems. How frustrated could I be about the issues I’m having setting up my $500 wrist computer? So I call Apple.
I must say. Every time I deal with Apple’s support, I’m left in awe. Corey went above and beyond and did everything in his power to make sure I ended that call satisfied.
But long story short, Corey said we needed to get Verizon on the phone. The Apple Watch (with cellular) was new and carriers were still trying to figure out how to support it. So we both laughed in our deep voices. When we were satisfied with the amount of laughter we shared, he contacted Verizon on three way using his private line. Like I said, he was going to make sure I was satisfied. Go Apple.
I was in a good mood… at first.
So Verizon gets on the line. And I couldn’t believe it. She started the conversation with that tone that communicated to me that I was clearly interrupting her day. Rushing my answers. Interrupting my responses. The whole nine yards. I couldn’t believe it.
I wast frustrated by this point. So I started to show it. I rushed her answers and interrupted her as she interrupted me. All quite immature behavior on my part. And then she had to put me on hold as she got her supervisor to help with the technical issues.
Luckily, that was just enough time for me to collect my thoughts and reflect on my immaturity. I wasn’t going to allow her to set the tone of the conversation. I was going to set the tone of the conversation and make it a tone of thankfulness and appreciation.
So when she returned, I said “thank you for helping with this” and “I really appreciate your time” way more times than necessary. And guess what? It made the difference.
Towards the end of the call, we were all laughing together. Me, The Verizon lady and “Apple Guy,” a term Verizon lady coined. At one point she forgot Apple Guy was there and made some comment about Android superiority. Apple Guy promptly reminded her of his presence. It was nice and awkward.
By the end of the call we were 95% sure my watch would be working perfectly as soon as we hung up the phone so I could test it. But just in case, Verizon lady sent me a text message so I could follow up with her if I still had issues. And Apple Guy did the same via email.
The best part was that once I got of the phone, the watch worked like a charm.
So, the morale of the story? Setting a positive tone and showing appreciation, even when the other person in the conversation is being difficult, goes a VERY LONG way.
Whether it’s in business, relationships, or with a conversation with the clerk at the grocery store. Set the right tone and anything is possible!! I’m being dramatic. Lol. But seriously, controlling the tone and keeping it positive goes a long way and will often result in people going out of their way for you while you go out of your way for them.
At the age of 27, Chiedo is the founder of three successful technology companies… Thinking about starting a business? Check out www.founderby30.com.