Here is a heartwarming story about The Lego Group and the company’s customer service which you’ll definitely enjoy. Some time ago, a boy named Luka lost one of his “Ninjago” Lego mini-figures called “Jay ZX.” It was a gift he’d bought for himself with all his Christmas money, and although his father strongly advised him not to take it on their shopping trip, Luka did take it. When he realized that he had lost it upon coming back home, he was very sad and decided to write Lego a letter.
In his letter, Luka explained what had happened. He introduced himself and told the company his story – how he’d received the money, decided to spend it on his “Ninjago” Lego set, and then lost it during the shopping trip. He promised that if Lego replaced it, he would never take it shopping again.
What kind of response do you think Luka received? Did Lego read the letter at all? Did they react? As a matter of fact, they did, and the reaction was pretty amazing.
Answering this letter was the job of Lego customer support representative Richard. In his reply, Richard told Luka that he had spoken to another “Ninjago” character, Sensei Wu. Sensei Wu acknowledged Luka’s father’s wisdom and told Luka how important it was to protect his “Ninjago” mini-figures. Richard said that Sensei Wu had advised him to send Luka another Jay ZX with some more items. Sensei Wu had decided that Luka deserved them as he seemed like a very devoted fan of “Ninjago” – after all, he did spend all his Christmas money to buy a set!
Enclosed in the letter, Luka received a new Jay ZX along with all his weapons – along with one more reminder from “Sensei Wu” about how important it was to protect the figures.
Amazing response, isn’t it? It required a bit of creativity and a lot of kindness on Richard’s part. What do you think Luka’s reaction was? He was probably the happiest boy on earth and became an even more ardent fan of Lego than he’d been before.
Such little things like this help your brand to stand out. Competition is tough, and if you want to be the best in the industry, you have to provide excellent client service. Turn your consumers into your loyal customers with the help of imagination and kindness.