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 instructed me I can use his actual identify. John is a fan of LEGO and of Star Wars. I can relate. We’ve 4 youngsters and have an entire playroom at our home principally devoted to the LEGO constructions our youngsters have constructed over the previous few years. A lot 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 straightforward set to get. The set has over 3,000 items and can price you $350–when you may even discover it in inventory. The guide of directions is 400 pages lengthy. In case you’re shopping for this set, it’s clear you’re a fairly massive 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, when you spent hours engaged on it–solely to find that you simply 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 simple to return a LEGO construct that’s two-thirds full. Even when he did, the possibilities of discovering one other set weren’t possible. As an alternative, John instructed me he reached out to Lego through its web site.

I don’t learn about you, however I’ve blended emotions about contacting corporations on their web site. Having to contact customer support as a result of there was one thing improper with a product to procure is one thing most of us can relate to. It’s additionally one thing most of us would relatively not should endure.

Normally, when 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 really addresses your problem, it’s more likely to be fairly generic. That’s comprehensible–it’s not simple to learn by means of folks’s issues all day and attempt to resolve them.

However, the response John obtained from LEGO is so good, it’s price sharing. It’s additionally an unbelievable instance for each enterprise.

Right here’s what the e-mail says:

Pricey John,
Thanks for getting in contact with us and offering that info! 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 drive be with you.

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

What I do know is that it may be one of the 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 character. That may be probably the most spectacular a part of your complete e mail.


I imply, I’m not normally 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, when 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 scenario into one thing pleasant.

By the way in which, 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 definitely the easiest way to remind them why they grew to become a loyal buyer within the first place. Once you search for methods to thrill them, even when one thing didn’t go proper, you’ll be able to’t go improper.

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

Jason Aten writes concerning the intersection of expertise and enterprise.