Customer service is not that complicated. The heart of it is this: Do the right thing. 
tweet this
And what does that look like?
Well, it looks like a guy name Richard, who works in customer service for LEGO. When he got an email from Luka, a child who had lost a much-valued LEGO character piece (Jay ZX), Richard didn’t fall back on corporate policy. He just asked himself: What would Sensei Wu do? Then he did the right thing.
Boy writes to Lego after losing a mini-figure.
Lego’s customer service department should run the world. pic.twitter.com/6iz0dS1gvu
— Scott Kerr (@scott_kerr) September 16, 2016
The right thing, by the way, wasn’t to replace the LEGO piece. It was to replace it in a way that no doubt made a powerful impact in the life of the child.
Sensei Wu, you see, is a character in LEGO’s Ninjago series. He’s a wise old mentor, and one of his protégés is the teenage ninja Jay ZX – the character Luka accidently lost.
One of Sensei Wu’s pearls of wisdom is this: “There comes a time when we all must grow up. When that time comes, it’s important to never forget the lessons of our childhood. Because our childhood is the greatest training one can ever have.”
So in his response, Richard consulted Sensei Wu. And Sensei Wu (being a wise old mentor) imparted some wisdom nuggets that Luka can hold onto well beyond his childhood.
You think your work can’t make a difference?
Read this email exchange between Luka and Richard, and I fell certain you’ll see differently. And remember, as Sensei might say, there’s never a wrong time to do the right thing.
h/t to USA Today‘s For the Win.
