A Customer Discovered Their $350 Lego Set was Missing…

A Customer Discovered Their 350 Lego Set Was Missing

I went over an interesting story from somebody we’ll call John. We’ll consider him that since it’s his name and he revealed to me I can utilize his genuine name. John is a devotee of LEGO and of Star Wars.

I can relate. We have four youngsters and have a whole den at our home generally committed to the LEGO developments our kids have worked in the course of recent years. A significant number of them are Star Wars themed, however not exactly like this.

At the point when John found the Mos Eisley Cantina set at Target, he got it. It’s anything but a simple set to get. The set has more than 3,000 pieces and will cost you $350- – in the event that you can even think that it is available.

The book of directions is 400 pages in length. In case you’re purchasing this set, it’s reasonable you are a quite large enthusiast of both LEGO and Star Wars.

In case that is you, you may envision the energy of opening up the set, arranging the pieces, and adhering to the directions to fabricate it.

You may likewise envision that, on the off chance that you went through hours chipping away at it- – just to find that you were feeling the loss of a pack of pieces- – that would be really baffling. That is what befallen John.

By then, John might have returned it to Target, aside from, it’s difficult to return a LEGO fabricate that is 66% finished. Regardless of whether he did, the odds of tracking down one more set weren’t conceivable. All things considered, John disclosed to me he connected with Lego through its site.

I don’t think about you, yet I have blended sentiments about reaching organizations on their site. Reaching client care in light of the fact that there was some kind of problem with an item you purchased is a most thing of us can identify with. It’s likewise something the majority of us would prefer not to need to persevere.

By and large, in case you’re sufficiently fortunate to get a reaction, it’s something computerized, or sent by an individual whose work it is to react to hundreds, if not huge number of solicitations daily. In the event that the reaction you get really resolves your issue, it’s probably going to be quite conventional. That is reasonable – it’s difficult to peruse individuals’ issues the entire day and attempt to tackle them.

Then again, the reaction John received from LEGO is so acceptable, it merits sharing. It’s additionally an extraordinary model for each business.


This is what the email says:

Dear John, 
Thanks for getting in touch with us and providing that information! I am so sorry that you are missing bag 14 from your Mos Eisley Cantina! This must be the work of Lord Vader.

Fear not, for I have hired Han to get that bag right out to you. 

Have a bricktastic day and may the force be with you.

See, I couldn’t say whether LEGO prepares its representatives to take this sort of care when reacting to each client assistance email, however, this is splendid. I connected with the organization however didn’t quickly get a reaction.

What I can be sure of is that it very well may be the best client support email I’ve at any point seen. In addition to the fact that it apologized for the slip-up, and obviously clarify how LEGO would make it right, it did it with a feeling of character. That may be the most great piece of the whole email.

That is to say, I’m not generally an aficionado of passing the fault to any other individual, however, for this situation the bit concerning how it should be crafted by Lord Vader is wonderful. Also, that is the point.

That is to say, in case you’re not a Star Wars fan, the email doesn’t actually seem like a lot, yet that is the point. The individual who composed the email plainly comprehended that any individual who purchases this set isn’t only a reliable LEGO fan, they’re a stalwart Star Wars fan.

Whoever composed the email obviously knows their crowd and set aside the effort to make it fun. With what is seemingly next to no work, they transformed a baffling circumstance into something awesome.

Incidentally, amuse is perhaps extremely amazing to create reliability among your clients. It doesn’t take a lot, yet even seemingly insignificant details like knowing your crowd and reacting appropriately can go far.

Making someone smile is effectively the most ideal approach to remind them why they turned into an unwavering client in any case. At the point when you search for approaches to amuse them, in any event, when something didn’t go right, you can’t turn out badly.

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