After the fun, Legoland still comes through

By | January 27th, 2016

Who doesn’t love Legos? Don’t tell me. I don’t want to know.

Monica Marks and her daughter are such Legophiles, Marks sent her little one on a field trip to Legoland in Winter Haven, Fla. — but she returned home without her favorite jacket.

Rather than write it off, Legoland actually found the lost garment and sent it back.

I used to have an Erector Set (quick, do the math) while Legos were already around in Europe – since 1932!

Recognizing the need for simple and build-it-yourself toys that teach principles of construction, Legos – plural – is best known for the original and famous universal Brick – actually a single Lego – and an abbreviation of two Danish words “leg godt,” meaning “play well.”

Not to rest on its laurels, Legos really took off over the last 30 years, deviating into a plethora of toy and action figure specialties. With buildings now being passé, I fondly remember building a large helicopter with my son when he was a boy – well, perhaps I hogged it a bit more than him.

While I wasn’t looking, Legos now have actually taken over the world with Legoland theme parks in many countries, even including their own Lego-looking hotels. I never got the memo. A few years ago, I even stumbled on an exhibit of giant and elaborate architectural creations at the world renowned Smithsonian.

For those of the child persuasion, a theme park is a lot more fun. “My daughter visited Legoland in Florida on a school field trip and lost her favorite jacket,” said Marks.

Been there, done that. Lego and travel memories with my children are only exceeded by memories of lost clothing. Further, the likelihood of misplaced clothing seems directly proportional to its financial – or sentimental – value.

Marks was not ready for resignation. “Upon her return, I called Legoland’s customer service number and spoke with an extremely helpful agent,” she continued. “The rep took down my information, including the description of my daughter’s jacket. By the end of the day, she actually called me back letting me know they found the jacket and will mail it back to us.”

Legoland was under no expectation to care about this and Marks was likely formulating how to break the news to the jacket’s sad owner. Yet some unknown Legoland staff, who related to a child’s attachment to a favorite item, cared enough to expend the time and effort beyond their customary duties to make the rounds of a 145-acre facility.

They weren’t done yet, though.

“I offered to pay for the shipping expenses and the rep’s response was that they would gladly take care of this so that my daughter can get her jacket back,” concluded Marks. “This was truly an amazing customer service experience!”

Yes, it was.

This story originally appeared June 1, 2015.

  • Alyssa Bickler

    Always nice to hear good news!

  • MF

    We all know what exceptional customer service looks like, usually played by uniquely positioned companies that have ‘the long game’ in mind. Maximizing shareholder returns this year is another game, played by businesses that are in industries where brand loyalty is not important to consumers. Where price drives 90% of sales, we get a different ‘experience’. How can consumers ‘signal’ their loyalty to an airline or hotel, other than by opting in to loyalty programs, which have been cynically converted into just another profit center?