I emailed Tim Cook back in January to express my concern at the hiring of John Browett. Incase anyone is interested, here is the reply I received:
[QUOTE]I talked to many people and John was the best by far. I think you will be as pleased as I am. His role isn't to bring Dixons to Apple, its to bring Apple to an even higher level of customer service and satisfaction.[/QUOTE]
If this article is accurate then it looks like he was trying to bring Dixons to Apple.
What I have found is that a well reasoned letter to Apple investor relations, will be read by everyone who matters. In other words, every time I have written such a letter, Apple has ended up doing something significant with respect to the issue. I don't kid myself my voice has had a significant influence, it's probably the case that many others have also joined their voices in.
This particular episode with apple's new head of retail, while worrisome, does not have enough actual information associated with it to spark this level of intervention – yet.
It is clear that Tim Cook has made a terrible hire. However, anyone can make mistakes. What is important is how fast Cook moves to fix his mistake. If this guy, who clearly has nothing Apple in his DNA is not gone soon (maybe wait till after the iPhone5 release, because changing retail chiefs before then will be a huge risk) then I have to seriously question Tim Cook's leadership.
Run leaner and sacrifice customer service experience lol this guy is a prize tool.
As soon as I heard he ran the Dixons group I knew it was a mistake hiring him. Anyone from the UK knows not to buy anything from their stores. They have rubbish customer service in store, rubbish after care and return policies and they have some of the highest prices around for every product. You will never find a good deal at these stores.
He used this policy at Dixons and look where it got him. Hundreds of stores closed throughout the country because nobody shopped there anymore. The stores look like relics. They are dirty and old and haven't been renovated for years.
It is clear that Tim Cook has made a terrible hire. However, anyone can make mistakes. What is important is how fast Cook moves to fix his mistake. If this guy, who clearly has nothing Apple in his DNA is not gone soon (maybe wait till after the iPhone5 release, because changing retail chiefs before then will be a huge risk) then I have to seriously question Tim Cook's leadership.
I wonder if Cook was the one who brought about the " reversal of a policy "? I'll bet that was an interesting meeting!
Typical new-recruit manager. Just change what's working, try to put your own stamp on what's working, trip everyone up, move in your own people to establish your power position.... AND kill the goose that laid the golden egg. If your report is right, show this guy the door immediately. People like him could destroy Apple and all the great work that Jobs did.
Typical new-recruit manager. Just change what's working, try to put your own stamp on what's working, trip everyone up, move in your own people to establish your power position.... AND kill the goose that laid the golden egg. If your report is right, show this guy the door immediately. People like him could destroy Apple and all the great work that Jobs did.
Apple retail store strategy has been brillant and is a major reason its products stand out. Service before, during and after purchase keeps us coming back.
Browett's background is incongruous to a full service retailer like Apple. Being a Londoner as well as living in the US, Dixon is to Curcuit City as Tesco is to CVS/7-11. Both Dixon and Circuit City had a failed retail formula and cut cost to pay rent. Tesco while profitable is a low end grocer that focuses on cutting cost and fooling its customers with 2 for 1 specials.
What do any of this experience have to do with Apple Stores?
It is clear that Tim Cook has made a terrible hire. However, anyone can make mistakes. What is important is how fast Cook moves to fix his mistake. If this guy, who clearly has nothing Apple in his DNA is not gone soon (maybe wait till after the iPhone5 release, because changing retail chiefs before then will be a huge risk) then I have to seriously question Tim Cook's leadership.
I agree that hiring this guy was a mistake by Tim Cook. I think Jobs was the decision-maker in the hiring of Papermaster. Decision-makers sometimes make poor decisions.
That said, I disagree about retaining this guy any longer. Once you recognize a mistake you acknowledge it, correct it -- and move on. This second decision, is even more important than the first.
As I mentioned in an earlier post I think this decision has already been Implemented.
Curry's is surely worse than Dixons but lIke you say - differently. PC world is totally horrible, too. I can just see future apple stores using generic floor tiles and standard issue tables. Oh, and all that glass is excessive. Besides, if we hit lower cost locations we can get more stores.
Currys and PC World are owned by Dixons Retail.
Quote:
Originally Posted by paxman
Nuffink wrong with this... is there???
I am crying over the hire of Browett. Ths move send all the wrong signals.
Woah - been a long time I've seen a Currys without it being a joint Currys/PC World.
Quote:
Originally Posted by Tallest Skil
What Disney is forcing Pixar to do makes me furious… thanks for bringing that up in my mind again…
If anything, it's Cars 2 and these rumoured sequels to Toy Story/Finding Nemo that's annoying.
Wow, is he operating mostly autonomously? Please tell me his superiors didn't know about this.
This is BAD PR on top of everything else. Truly the antithesis of Apple standard operating culture… or at least, perception.
I mean… a scorched earth hiring policy, slash and burn, as if they are in a painful, loss leader position… and all for "increased profit margins" which are ALREADY at a very healthy 22%??
And the stores "need to "learn to 'run leaner' in all areas, even if the customer experience is compromised." SERIOUSLY? "Even if the customer experience is compromised."??
If this is accurate reporting, this is a PR and customer service train wreck.
If I were Tim Cook, I'd be reprogramming the guy's priorities, or letting him go IMMEDIATELY.
There's a REASON Apple Stores feel "bloated"… it's because they provide THE BEST SERVICE of any retail establishment (and enjoy the largest sales of ANY retail chain), and they're immensely profitable.
I guess coming from his background, a struggling, barely profitable industry… yeah, it's all he knows.
Apple retail store strategy has been brillant and is a major reason its products stand out. Service before, during and after purchase keeps us coming back.
Browett's background is incongruous to a full service retailer like Apple. Being a Londoner as well as living in the US, Dixon is to Curcuit City as Tesco is to CVS/7-11. Both Dixon and Circuit City had a failed retail formula and cut cost to pay rent. Tesco while profitable is a low end grocer that focuses on cutting cost and fooling its customers with 2 for 1 specials.
What do any of this experience have to do with Apple Stores?
Comments
This was a bad fit right from the start. The Apple Store is a special place and its staffers are the cream of the retail crop.
This was a bad move and I hope his contract is bought out and that he is on his way back to England on the next flight.
[QUOTE]I talked to many people and John was the best by far. I think you will be as pleased as I am. His role isn't to bring Dixons to Apple, its to bring Apple to an even higher level of customer service and satisfaction.[/QUOTE]
If this article is accurate then it looks like he was trying to bring Dixons to Apple.
This particular episode with apple's new head of retail, while worrisome, does not have enough actual information associated with it to spark this level of intervention – yet.
As soon as I heard he ran the Dixons group I knew it was a mistake hiring him. Anyone from the UK knows not to buy anything from their stores. They have rubbish customer service in store, rubbish after care and return policies and they have some of the highest prices around for every product. You will never find a good deal at these stores.
He used this policy at Dixons and look where it got him. Hundreds of stores closed throughout the country because nobody shopped there anymore. The stores look like relics. They are dirty and old and haven't been renovated for years.
Quote:
Originally Posted by addicted44
It is clear that Tim Cook has made a terrible hire. However, anyone can make mistakes. What is important is how fast Cook moves to fix his mistake. If this guy, who clearly has nothing Apple in his DNA is not gone soon (maybe wait till after the iPhone5 release, because changing retail chiefs before then will be a huge risk) then I have to seriously question Tim Cook's leadership.
I wonder if Cook was the one who brought about the " reversal of a policy "? I'll bet that was an interesting meeting!
Seriously with people like this i dont think it will be too long.
How Apple has change since the death of Jobs
Typical new-recruit manager. Just change what's working, try to put your own stamp on what's working, trip everyone up, move in your own people to establish your power position.... AND kill the goose that laid the golden egg. If your report is right, show this guy the door immediately. People like him could destroy Apple and all the great work that Jobs did.
People like him WILL destroy Apple
more in depth info
http://www.macworld.com/article/1168178/apples_retail_focus_should_be_on_customers_not_cash.html
Originally Posted by RickK
Steve is spinning in his grave!
Nope, he hated optical drives.
And Browett is a real frigging laser in Steve's eye, if you know what I mean.
Browett's background is incongruous to a full service retailer like Apple. Being a Londoner as well as living in the US, Dixon is to Curcuit City as Tesco is to CVS/7-11. Both Dixon and Circuit City had a failed retail formula and cut cost to pay rent. Tesco while profitable is a low end grocer that focuses on cutting cost and fooling its customers with 2 for 1 specials.
What do any of this experience have to do with Apple Stores?
I agree that hiring this guy was a mistake by Tim Cook. I think Jobs was the decision-maker in the hiring of Papermaster. Decision-makers sometimes make poor decisions.
That said, I disagree about retaining this guy any longer. Once you recognize a mistake you acknowledge it, correct it -- and move on. This second decision, is even more important than the first.
As I mentioned in an earlier post I think this decision has already been Implemented.
John did not know Steve. The people at Disney today didn't know Walt.
Need anything more be said?!?
Originally Posted by ronstark
Steve Jobs is dead. Walt Disney is dead.
John did not know Steve. The people at Disney today didn't know Walt.
Need anything more be said?!?
What Disney is forcing Pixar to do makes me furious… thanks for bringing that up in my mind again…
Quote:
Originally Posted by hill60
More like f**king Thatcher!
Oooh...
Quote:
Originally Posted by paxman
Curry's is surely worse than Dixons but lIke you say - differently. PC world is totally horrible, too. I can just see future apple stores using generic floor tiles and standard issue tables. Oh, and all that glass is excessive. Besides, if we hit lower cost locations we can get more stores.
Currys and PC World are owned by Dixons Retail.
Quote:
Originally Posted by paxman
Nuffink wrong with this... is there???
I am crying over the hire of Browett. Ths move send all the wrong signals.
Woah - been a long time I've seen a Currys without it being a joint Currys/PC World.
Quote:
Originally Posted by Tallest Skil
What Disney is forcing Pixar to do makes me furious… thanks for bringing that up in my mind again…
If anything, it's Cars 2 and these rumoured sequels to Toy Story/Finding Nemo that's annoying.
Wow, is he operating mostly autonomously? Please tell me his superiors didn't know about this.
This is BAD PR on top of everything else. Truly the antithesis of Apple standard operating culture… or at least, perception.
I mean… a scorched earth hiring policy, slash and burn, as if they are in a painful, loss leader position… and all for "increased profit margins" which are ALREADY at a very healthy 22%??
And the stores "need to "learn to 'run leaner' in all areas, even if the customer experience is compromised." SERIOUSLY? "Even if the customer experience is compromised."??
If this is accurate reporting, this is a PR and customer service train wreck.
If I were Tim Cook, I'd be reprogramming the guy's priorities, or letting him go IMMEDIATELY.
There's a REASON Apple Stores feel "bloated"… it's because they provide THE BEST SERVICE of any retail establishment (and enjoy the largest sales of ANY retail chain), and they're immensely profitable.
I guess coming from his background, a struggling, barely profitable industry… yeah, it's all he knows.
Really, dude… "if it ain't broke, don't fix it!"
Quote:
Originally Posted by planetkingdom
Apple retail store strategy has been brillant and is a major reason its products stand out. Service before, during and after purchase keeps us coming back.
Browett's background is incongruous to a full service retailer like Apple. Being a Londoner as well as living in the US, Dixon is to Curcuit City as Tesco is to CVS/7-11. Both Dixon and Circuit City had a failed retail formula and cut cost to pay rent. Tesco while profitable is a low end grocer that focuses on cutting cost and fooling its customers with 2 for 1 specials.
What do any of this experience have to do with Apple Stores?
To a man with a hammer everything looks like a nail! (http://en.wikipedia.org/wiki/Law_of_the_instrument)