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The story that became a memorable experience.

Updated: May 4, 2023

A satisfied customer is the result of a memorable experience, when we are served especially well, a great smile, we tell all our friends. When brands reach the maximum share of originality and customization with their customers, bringing attention far beyond expectations, it translates into a unique experience and is

hard to forget.

There are companies that dedicate time and resources to serve their customers as if they were kings, understanding the importance of good treatment. Under an inspiring story, we understand the importance of the customer experience.

The lost figurine of LEGO

Luka Apps is an English boy who had his special LEGO collection of Ninjago Ultrasonic Raider and he lost one of the mini figures (Jay ZX) when he took them to the supermarket, even though his dad told him not to.

His dad told him to write an email to LEGO asking them to send him the missing figurine, Luka did it and promised his dad never to take it to the supermarket again if the figurine was sent to him, without imagining the response he would receive.

Not only did they respond but they sent the Jay ZX figurine and gave him another 9 figures for the collection in exchange for always taking care of them and following his father’s advice. They did it in a very original way.

Here is the letter:

Thank you for sending us an email!

We’re so sorry to hear you lost your JayZX figurine, but it looks like your dad was right when he told you to leave them at home. It also seems that you are very sad about the loss.

Normally we should ask you to pay for a new figure if you’ve lost it and need to replace it. My bosses have told me I can’t send you a free one for your loss, but I’ve decided to talk to Sensei Wu [one of the LEGO figures] to see if he can help me.

Luka, I told Sensei Wu that losing your minifigure JayZX was purely an accident that would never happen again. He told me to tell you, "Luka, your father seems like a wise man. You must protect your Ninjago minifigures as the dragons protect Spinjitzu’s weapons." Sensei Wu has also told me that it was okay to send you a new JayZX figurine and that it would also be nice to include something extra for you, because someone who saves all their Christmas gift money to buy the Ultrasonic Raider must be a big fan of Ninjago.

So I hope you enjoy your minifigure JayZX, with all his weapons. You will be the only one to possess a JayZX figure that combines 3 in one. I’ll also send you some of their enemies so they can fight each other.

Just remember, as Sensei Wu told you, to keep your minifigures protected as Spinjitzu’s weapons. And of course, always listen to your father.

In the next two weeks you will receive a LEGO envelope with your new minifigures. Please Luka, take care of them. Remember, you promised to keep them at home.

Richard, LEGO

Luka will never forget how happy they made him feel.

Did you have any extraordinary experience that still persists in your memory? Share it with us.

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