[aasarava]

I think the point is more that Apple understands that its retail employees are the public face of Apple. They are, figuratively, part of the PR department. So they train their "geniuses" to always be friendly and helpful.

Microsoft on the other hand may not understand this (though it's just a sample size of one.) In any case, this store manager lost a great opportunity to show his store to a journalist and get some press.