Being a good Mac tech is more about listening than knowing.

Being a top-notch Mac Tech goes beyond just having knowledge; it’s about being a good listener. Let me share my experience: I spent around eight years at Apple, five of which were in the Applecare T2 iApps support team, and the rest as a Genius and Creative at the Apple Store Bondi. This unique combination earned me the playful title of “Creative Genius.”

However, the title “Genius” always gave me pause. Sure, it’s nice to be the person folks turn to when software misbehaves, but what really made me effective wasn’t my tech smarts. It was my knack for listening to customers.

Being a good Mac tech is more about listening than knowing.
Photo by Josh Sorenson on

Common Sense Over Fancy Words

The challenge with many tech experts is that they tend to jump to conclusions using complicated jargon. Sometimes they’re spot-on, but other times, they miss the point. The thing is, customers aren’t tech wizards, so they might not explain things the way we do. And honestly, we can’t expect them to.

Being a good Mac Tech means holding back from jumping straight to solutions. It’s about taking the time to listen to what the customer is saying. Of course, this also means filtering out stuff like, “My new iMac killed my phone!” We know that’s not likely related.

No matter how weird the story sounds, listening matters. Imagine this: a customer’s phone trouble might actually be linked to them changing their Apple ID while setting up the new iMac, messing up passwords and email in the process. While their statement that their new iMac killed their phone is not accurate it is a good place to start.

Listening never goes out of date

The software keeps changing, but the value of listening never fades. Even if customers aren’t tech pros, they’re telling us about their issues. Sometimes, the fix is as simple as teaching them that a super-long movie won’t fit on a single DVD. Setting realistic expectations starts with hearing them out.

Show You Care

Tech people aren’t known for being great with people. Many customers feel ignored, like tech folks think they’re dumb for needing help. A good Mac Tech changes that. They listen closely and show they care about the issue, whether or not it’s an easy fix. It’s reassuring to know someone’s got your back.

Speaking Their Language

Tech lingo can be confusing. If we talk in super-techie terms, customers get lost. If we talk down to them, it’s just plain rude. I’ve been in stores where they tried explaining Mac stuff to me like I was a newbie (which is pretty funny, given my background).

A skilled Mac Tech takes the time to figure out how much the customer knows and tailors their words accordingly. It’s all about connecting through words they understand.

To be clear I am not saying that a tech should not be knowledgeable I am saying that a tech should never put knowledge before your ability to listen to the customer

To sum it up, excelling as a Mac Tech is all about one thing: listening. My journey at Apple taught me that while knowing stuff is cool, listening is what truly makes the difference. It’s like the bridge between understanding customers and fixing their tech woes. So, if you’re aiming to be a good Mac Tech, remember, your ears are as essential as your tech skills.

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