Enjoy reading a great customer service story?
I sure do. Besides making me feel good, success stories remind me that there are still companies out there who really do care about the people and businesses they serve.
With Valentine’s Day just around the corner, I thought I’d share a few customer service stories I love – and I hope you do, too!
Lego’s thoughtful, creative response delights a distraught customer
After spending all his Christmas money on a Lego Ninjago action figure, young Luka Apps ignored his dad’s advice to leave the figure at home when they headed out shopping…and lost it. Luka wrote an email to Lego explaining what happened, and promised not to take the action figure with him to the store again if Lego would be willing to replace the Ninjago.
The response he received from the Lego customer support representative went above and beyond. While replacing the lost item for free would’ve been more than sufficient, the representative wrote his reply as if he had talked directly to a Ninjago character. Here’s a short excerpt:
“(Sensei Wu) 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!’…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!”
The story went viral (of course!) and created a “win” for everyone involved. Luka learned important life lessons. Luka’s dad’s good advice was reinforced by a third party. And Lego turned a simple item replacement into a huge PR opportunity.
Career advice from a Target employee?
Yep, you read it right. A teenager preparing for his first job interview stopped into Target to buy a clip-on tie, but found that they only sold regular ties. When a store employee realized the young man needed help, he stepped right in and helped the teen tie it properly. But he didn’t stop there. The Target worker took the time to show the interviewee how to properly shake hands – and even offered him a few pointers on tackling tough interview questions. The gesture was small but heartfelt – and it definitely boosted the young man’s confidence heading into his interview.
When a shopper witnessed this amazing exchange, she posted the encounter on Facebook. The post got thousands of likes, was picked up by the media, and created a feel-good moment for countless people (not to mention some great free exposure for Target).
Anybody can say they have “the best customer service,” but these guys prove it.
These stories both began because front-line customer service staff were properly trained, empowered and inspired to “walk the walk” – and deliver truly shareworthy service. Have a staffing service success story you’d like to share? Please drop me a line or leave your comments below.