LEGO’s Excellent Example of Customer Service

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We all know how important it is to provide your customers with the best possible customer service you can. The results are well worth it and will earn you loyal customers who are more than happy to sing your praises.

LEGOWe wanted to share this brilliant example of customer service from LEGO.

LEGO received an email

From 7 year old Luka who lost one of his Ninjago Ultrasonic LEGO figurines while in a supermarket.

“Hello. My name is Luka Apps and I am seven years old.With all my money I got for Christmas I bought the Ninjago kit of the Ultrasonic Raider. The number is 9449. It is really good. My Daddy just took me to Sainsburys and told me to leave the people at home but I took them and I lost Jay ZX at the shop as it fell out of my coat. I am really upset I have lost him. Daddy said to send you a email to see if you will send me another one. I promise I won’t take him to the shop again if you can.”

Luka received a reply from Richard in LEGO’s customer service department, saying that he had spoken to Ninjago master Sensei Wu, who had told him that it was an accident and that he wouldn’t take his figurines to the supermarket again.

As a result, LEGO were going to send him a new figurine and some extras. Not only did they offer to replace his figurines, they also decided to help his Dad out by telling Luka that he should always listen to his Dad.

You can read LEGO’s lovely heart-warming reply below:

Thanks for sending us an email!

We are very sorry to hear about you losing your Jay minifigure but it sounds like your dad might have been right about leaving it at home. It sounds like you a very sad about it too.

Normally we would ask that you pay for a new one if you lose one of your minifigures and need to have it replaced.

My bosses told me I could not send you one out for free because you lost it but, I decided that I would put a call into Sensei Wu to see if he could help me.

Luka, I told Sensei Wu that losing your Jay minifigure was purely an accident and that you would never ever ever let it happen ever again.

He told me to tell you, “Luka, your father seems like a very wise man. You must always protect your Ninjago minifigures like the dragons protect the Weapons of Spinjitzu!”

Sensei Wu also told me it was okay if I sent you a new Jay and told me it would be okay if I included something extra for you because anyone that saves their Christmas money to buy the Ultrasonic Raider must be a really big Ninjago fan.

So, I hope you enjoy your Jay minifigure with all his weapons. You will actually have the only Jay minifigure that combines 3 different Jays into one! I am also going to send you a bad guy for him to fight!

Just remember, what Sensei Wu said: keep your minifigures protected like the Weapons of Spinjitzu! And of course, always listen to your dad.

You will see an envelope from LEGO within the next two weeks with your new minifigures. Please take good care of them, Luka. Remember that you promised to always leave them at home.

Happy building!

Sincerely,
Richard,
LEGO Consumer Service”

What you can take from this

Some people have raised doubts over its authenticity; whether it’s real or not this is the kind of standout customer service you need to be providing.

You don’t need to be giving things away to provide your customers with excellent customer service; just provide them with solutions to their problems and answers to their queries.

Show that you care and you want to help them however you can. If someone who is not yet a customer gets in touch with you, you’ve got an excellent opportunity to turn that enquiry into a customer.

If you do this well, you will create loyal customers who give your business, service or products glowing reviews and refer you to their friends and family.

Perhaps if your customers are as social media savvy as Luka’s Dad, your response may even go viral!

You can read more about what social media means for customer service in another of our posts.

If you business needs a hand to delight your customers, why not speak to us about a marketing strategy? Call us on 01543 495752, or go to our approach page for more details.

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