I’ve been in business for my entire adult life – usually managing and lots of customer service positions. My grandfather taught me long ago that without customers, you have no business. So – treat your customers well. That doesn’t mean there aren’t occasional exceptions, but that’s a topic for another post.
When I saw this story – I knew granddad would have loved this response
Boy writes letter to LEGO after losing minifigure, gets awesome response
Seven-year-old Luka Apps spent his Christmas money on the LEGO Ninjago Ultra Sonic Raider set. A sound investment, if you ask us. But the thing about LEGOs — those small pieces are easy to lose. They don’t call ’em minifigures for nothing.
Against his father’s recommendation, young Luka took his newly procured Jay ZX shopping. And then, wouldn’t you know it, the figure went missing, never to be seen again.
Luka, not one to admit defeat, decided to write a letter to the good people at LEGO seeking a replacement.
ITV News has Luka’s letter:
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.
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 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.
And that, ladies and gentlemen, is how companies score lifelong customers.