Marketing Currents - Business and Marketing Current Events

LEGO Customers Lose Millions of Pieces a Year. The Company’s 4-Word Response Is the Best I’ve Ever Seen

I shared a story back in September about a man who discovered his very expensive LEGO set was missing a bag of pieces. The company’s response was so good I had to write about it.

Click here to read the story at

Discussion Questions:

  1. What is customer service?
  2. Why is customer service important to a brand like LEGO?
  3. Can you think of one example of a time you experienced great customer service?
  4. Can you think of a time when you experienced poor customer service?
  5. How did those experiences impact your perception of the company or product and/or decisions relating to future purchases?
  6. Based on information from this story, why does the author think LEGO’s customer service is so effective?
  7. What lessons could other organizations learn from LEGO’s approach to customer service?
Chris Lindauer
After working for nearly a decade in professional sports, Chris Lindauer, formed Sports Career Consulting to provide unique sports business education opportunities in and out of the classroom. In the eighteen years (and counting) that followed, Chris has inspired thousands of students to pursue their passions and explore the career of their dreams. He currently lives in Portland, Oregon with his wife, two teenage daughters and their dog.