‘Master class in customer service’ – Lego respond to 7 year old boy who lost mini-figure

By on Wednesday, January 9, 2013

PR photographer Simon Apps* tweeted an email exchange between his 7 year old son Luka and Lego that has gone far and wide.

Luka lost a toy he’d saved his Christmas money up to buy in the supermarket and Richard at Lego Customer Services responded with the following ‘perfectly aimed’ reply:

Frank PR’s Andrew Bloch dubbed it a ‘master class in customer service’ in a tweet that, alone, has been retweeted more than 11,000 times.

Personalised responses to customer feedback/comments will be 2013’s flash mob in this humble PR’s opinion – what with the success of Bodyform’s video response to a disillusioned Facebook fan, Paddy Power’s ‘We Hear You’ campaign, O2’s funny Twitter exchanges and a few other notable examples from last year.

(*We’ve used Simon in the past – having had him chasing a tank around London in the late-evening! – site here, would definitely recommend)

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