[MDWolinski]

The problem with society is that we live in a world where everyone demands answers NOW and people in positions that need to provide answers MUST give answers. So regardless if a politician or authority figure knows the answer or not, everyone is unwilling (for whatever reasons) to say “I don’t know.”

When I worked at Apple retail, we were trained that if we were asked a question that we didn’t know the answer to was to say, “I don’t know, let’s find out together” and you either did some research on Apple’s site or asked someone who may know with the customer.

Because nobody wants to say that they don’t know the answer…yet (and that’s key) they take the current working theory and say there’s no evidence to the contrary.

[pb060]

Completely unrelated but Apple telling employees what to answer to customers is what makes interactions at their stores feel so artificial and clumsy.

[MDWolinski]

The point of that answer in specific is so the specialist doesn’t make up an answer if they’re not 100% sure it’s the right answer for the customer. Its goal was to make the specialist feel it’s okay to say you don’t know to the customer but that you’re going to work with them to find the right answer.

[pb060]

I just read my comment and realized how unfriendly it was, sorry about that. Thank you for not replying as rudely as I did.