Today's Mac Genius
I worked as a Mac Genius from mid 2003 to early 2006. During that time Apple’s customers were still making the transition from Mac OS 9, Intel powered Macs had yet to arrive, and the iPhone and iOS were still on the drawing board. The very best of the Apple IT community lined up to becomes Mac Genius and work for the company they love. A lot has changed since I stood behind the Genius Bar[1]. Today’s Genius are no longer required to have the same deep understanding of the Mac OS, its UNIX roots, or classic past. They can no longer troubleshoot the same impossible set of hardware symptoms with ease while customers watch bar side. Their lack of knowledge into the depths of Apple history and lore is embarrassing for anyone who grew up with Clarus the Dogcow, HyperCard, and the 1.44MB SuperDrive. The Mac Genius who knew all these things have either moved on, or burned out. Replaced by a new generation of Genius every 18 months who are eager to take their place.[2]
The Genius that work the bar today are different from the Mac Genius of the past. They see more iOS than Mac OS X.[3] Their customers are delivered one by one using a reservation system while an assistant holding an iPad keeps order. Their troubleshooting techniques are predetermined, and the proper diagnosis codes must be achieved before parts can be ordered. Today’s Genius work at a faster pace with more monotony, and less time for conversation[4]. They are replacements, excited to fill in the role I once coveted until I we all burn out in the end. There is no path of advancement for a Genius. For a long time I was angry Apple couldn’t find a place for more of the great Mac Genius from past generations. But after reading the “The New Genius Bar” on Stephen Hackett’s 512 Pixels I began to understand that todays’s Genius are just as good at their jobs as my generation was with ours.
The Genius Bar has changed, and by letting the older Genius go Apple was doing us all a favor. No matter how much we love the company, no one wants to be a Mac Genius forever.[5] There are better jobs out their with double the pay, better hours, and working behind the bar at an Apple Store is a great way to start a career.[6] When you see a Genius complain about the nature or the business, the retail schedule, the ever increasing assembly line of work it is time for them to go.[7] The magic of the position has worn off. I will always miss the good times I had working for Apple, but too much has changed both behind the bar and within myself for me to ever go back.[8]
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Even at training (Early 2009) our instructor warned us about 'Old School vs. New School' Geniuses. His emphasis was that the needs of the business change.
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Oh, and it is often said that the average lifespan of a Genius at the company is a mere 18 months.
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Tasks like replacing a display, swapping a phone, or updating software don't require the same skills that isolating a failed video card or manually recreating a user in OS X do. As iPhones and iPads continue to fly out the door, the role of a Genius shifts.
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These customers don't want to 'hang out with a genius' — they want their phone to work. NOW.
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Most Geniuses are emotionally invested in their jobs. Their ability to assess and react to any situation with skill, tact, and empathy keeps customers ranking Apple support so high, year after year.
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I always saw the Genius role as a stepping stone into other IT jobs.
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Every 3 or 4 months you have to look hard at yourself and the current incarnation of the job and ask, Am I the best fit for this job? Am I willing to deal with the problem of the week and offer feasible solutions? Is my mental health in a state where I can enjoy this? Would I want to work with me with my current attitude? If the answer is no, I hope a manager helps you through that tough time and out the door if need be.
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As you get better at the job, your ability to assess and react to unspoken tension improves. This is great on the job, but hell when I would go out in public. I couldn't turn that part of my brain off. I wanted to fix every problem I perceived. I had panic attack. This inability to interact normally was a major reason why I had to leave.
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