What The Boy That Lost His LEGO Can Teach You About Customer Success

I was at home Saturday night enjoying a really nice evening with my wife and daughter. We had just finished dinner, and I was thumbing through one of my Twitter feeds.

That’s when I saw this tweet:

Boy writes to Lego after losing a mini-figure.

Lego’s customer service department should run the world.

I clicked on the response and I was blown away!

Wow!

Whatever LEGO is doing must be good. Not just good, but incredibly good because LEGO is encouraging its customer support people to break the rules to satisfy customers.

LEGO is saying, “Screw the rules. Don’t worry about how much money it’s going to cost. Just make the customer happy.”

The great news is you can take this customer centric approach with your business today. It doesn’t matter if you are just a one person company, you can do this today!

Just follow the story of the boy and the LEGO.

And when you see what Richard, the LEGO customer support person did, you’ll be blown away too!

Here’s the story of what happened to Luka, the boy that lost his Lego minifigure in Luka’s words: