A Customer Discovered Their $350 Lego Set Was Missing Pieces. The Comp

I got here throughout a captivating story from somebody we’ll name John. We’ll name him that as a result of it’s his identify and he advised me I can use his actual identify. John is a fan of LEGO and of Star Wars. I can relate. We have now 4 youngsters and have an entire playroom at our home principally devoted to the LEGO constructions our kids have constructed over the previous few years. Lots of them are Star Wars themed, although not fairly like this.

When John discovered the Mos Eisley Cantina set at Goal, he purchased it. It’s not a simple set to get. The set has over 3,000 items and can value you $350–in the event you may even discover it in inventory. The e book of directions is 400 pages lengthy. In the event you’re shopping for this set, it’s clear you’re a fairly large fan of each LEGO and Star Wars.

If that’s you, you may think the thrill of opening up the set, sorting the items, and following the directions to construct it. You may also think about that, in the event you spent hours engaged on it–solely to find that you just had been lacking a bag of items–that may be fairly disappointing. That’s what occurred to John.

At that time, John might have returned it to Goal, besides, it’s not straightforward to return a LEGO construct that’s two-thirds full. Even when he did, the possibilities of discovering one other set weren’t probably. As an alternative, John advised me he reached out to Lego by way of its web site.

I don’t find out about you, however I’ve combined emotions about contacting firms on their web site. Having to contact customer support as a result of there was one thing improper with a product you purchased is one thing most of us can relate to. It’s additionally one thing most of us would somewhat not need to endure.


Most often, in the event you’re fortunate sufficient to get a response, it’s one thing automated, or despatched by an individual whose job it’s to reply to a whole bunch, if not hundreds of requests a day. If the response you get truly addresses your situation, it’s prone to be fairly generic. That’s comprehensible–it’s not straightforward to learn by means of individuals’s issues all day and attempt to clear up them.

Alternatively, the response John acquired from LEGO is so good, it’s price sharing. It’s additionally an unimaginable instance for each enterprise.

Right here’s what the e-mail says:

Expensive John,
Thanks for getting in contact with us and offering that data! I’m so sorry that you’re lacking bag 14 out of your Mos Eisley Cantina! This have to be the work of Lord Vader.

Concern not, for I’ve employed Han to get that bag proper out to you.


Have a bricktastic day and should the power be with you.

Look, I don’t know if LEGO trains its staff to take this sort of care when responding to each buyer assist e mail, however that is good. I reached out to the corporate however didn’t instantly obtain a response.

What I do know is that it is likely to be the very best customer support e mail I’ve ever seen. Not solely did it apologize for the error, and clearly clarify how LEGO would make it proper, it did it with a way of persona. That is likely to be probably the most spectacular a part of the whole e mail.

I imply, I’m not often a fan of passing the blame to anybody else, however on this case the bit about the way it have to be the work of Lord Vader is pleasant. And that’s the purpose.

I imply, in the event you’re not a Star Wars fan, the e-mail doesn’t actually appear to be a lot, however that’s the purpose. The one who wrote the e-mail clearly understood that anybody who buys this set isn’t only a loyal LEGO fan, they’re a die-hard Star Wars fan.

Whoever wrote the e-mail clearly is aware of their viewers and took the time to make it enjoyable. With what’s arguably little or no effort, they turned a disappointing state of affairs into one thing pleasant.

By the best way, delight is possibly probably the most highly effective factor you are able to do to generate loyalty amongst your prospects. It doesn’t take a lot, however even little issues like figuring out your viewers and responding accordingly can go a great distance. Making somebody smile is well one of the best ways to remind them why they grew to become a loyal buyer within the first place. Once you search for methods to please them, even when one thing didn’t go proper, you may’t go improper.

This article was initially revealed on Inc., and is reprinted right here with permission.

Jason Aten writes concerning the intersection of expertise and enterprise.


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