Words by MPDClick’s Trend Journal Editor.
Forbes has just reported on an inspiring story highlighting the necessity for good customer service and how this can go towards positive brand marketing. Excellent customer service that goes above and beyond is absolutely paramount in igniting and solidifying brand loyalty – and this heart-warming story shows just how it’s done at toy giant LEGO.
“Seven-year-old Luka Apps spent his Christmas money on the LEGO Ninjago Ultra Sonic Raider set. Against his father’s advice, young Luka took his newly aquired Jay ZX with him when they went shopping. And then, disaster struck: the figure went missing, never to be seen again.
Luka decided to write a letter to the folks at LEGO asking for a replacement:
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
A short time later, Luka received a reply from Richard, a LEGO customer service representative. Richard wrote that he had spoken to Sensei Wu, a master from the Ninjago line.
Luka,
I told Sensei Wu that losing your Jay mini figure was purely an accident and that you would never 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 mini figures 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 mini figure with all his weapons. You will actually have the only Jay mini figure 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 mini figures protected like the Weapons of Spinjitzu! And of course, always listen to your Dad.” – Forbes
By this story going viral on social media, LEGO have continued to gain overwhelming brand exposure and praise while also gaining a lifelong customer, Luka.
Image source: LEGO
-H.T
