In an Entrepreneur article titled “10 Stories of Unforgettable Customer Service” author Gregory Ciotti highlights ten unique examples of how exceptional customer service goes a long way. The actions of these businesses provide us with insight into how companies can ensure they keep their customers for life. This week’s story featuring Lego demonstrates how creating a lifelong customer can start at any age.
Story #5: A Lego Service Rep Saves the Day
“Losing a favorite toy feels devastating to a young child. Longtime Lego fan Luka Apps spent all of his Christmas money on a Ninjago (Lego ninja) named Jay XZ. Against his dad’s advisement, he brought his Ninjago on a shopping trip … and lost it.
Luka wrote a letter to Lego explaining his loss and assuring the Lego staff that he would take extra-special care of his action figure if they sent him another one.
“It’s so rare to see such a thoughtful, creative response to a distraught customer that this story went viral.”