Sour Apple

I went to the Apple store yesterday to purchase a new MacBook Pro.  I wasn't shopping, I was purchasing.  When I arrived at the store, they told me it would be 30 to 40 minutes before someone could help me.  I asked where the checkout was because I didn't need  help, I knew what I wanted.  There is no longer a "checkout" at Apple retail stores.  You wait for a consultant to help you purchase what you would like.  I understand the perceived efficiency of arming the entire staff with the capability to process orders.  When you are purchasing a pair of headphones ($95 for a pair of Bose headphones - what?!?) it makes sense that any staff person can process your credit card on the spot and send you on your way.  However, our expectations are that when you walk into a retail store, you can stand in a line and purchase the product you've selected up.  It is not our expectation that you need to wait for a free consultant.  Imagine if all retail stores adopted this model.  "Excuse me Mr. Coriale, I understand you would like to purchase some laundry detergent.  Tell me about your washing machine and personal preferences so we can show you the appropriate brands." said the Giant sales associate.  I hope this isn't a future we see anytime soon.  I will order my Mac online - which is ironic.  Apple has shifted the consumer away from dealing with their people to dealing with their Web site.  While they thought they were improving a business process, they were actually making it harder for some of us.  They were focused on the customers that have questions and need help and they forgot about the customers that simply want to walk in and buy something.  Has your organization made changes to address an issue that has helped some members but created problems for others?  Have you gone back and evaluated the changes you've made?  Make sure to revisit any changes you make to your business processes (e.g., online user experiences, registration process, etc...) after they have been in use for a short period.