A Lesson from LEGO
By Charles P. Eberson
Senior Moments
In the past, I have lamented about the decline in service by companies vying for our dollars. I come from a time when gas stations checked your oil and cleaned your windshield while you gassed up. If that means I’m old then, well, you know.
Companies actually had a switchboard manned by a human often in the vicinity where one lived, not in the Philippines or India. When I had to call my cable company for a transfer of service and heard a dog barking, I thought perhaps it was “Bring Your Pet to Work Day” but hearing a rooster crow in the background made that a bit of a stretch.
About a year ago, we ordered a refrigerator from a large box retailer and was given an “estimated” delivery date. The day before the delivery date, I received a call that the delivery would have to be rescheduled. I understood supply chain delays and reluctantly accepted the next delivery date. This happened four more times until the “customer DISservice” representative closed out his call in the usual manner, “Is there anything else I can do for you today?” I raised my voice and said “anything else, ANYTHING ELSE? You didn’t do the only thing I paid your company to do!” Needless to say, I canceled the order. I went to a local appliance store and had our fridge in less than two weeks. Lesson learned.
After repeated experiences of poor customer service, my expectations have been lowered. I would rather be pleasantly surprised by a good experience than disappointed by a poor one.
Our nine year old grandson loves Lego sets and assembles the most complex kits you can imagine. I would sub him out to assemble IKEA furniture if it wouldn’t violate a host of child labor laws. Recently, he was putting together a race car with nearly one thousand pieces when he found he was missing a piece and was quite upset at the prospect of not being able to finish his car. I helped him look all over his room, including under the furniture where a treasure trove of other items were discovered but no missing piece. The fact that this piece was a small part of the front suspension measuring a little less than an inch long added to the impossibility of finding it. He was fighting back the tears.
We sat together at my computer and logged on to the Legos website. After doing a deep dive, I found a page for missing Lego parts. It asked for the product name and the code on the front of the box which led to a page with all the parts. My grandson gave me the part number that was on the instructions (which were more detailed than IKEA’s) and I entered it into the field for ordering. No payment was requested. I received an email that the part will be delivered in seven to ten days.
My grandson was elated. Of course, I was skeptical and would hate to see him disappointed. My wife and I happened to be visiting again and my grandson came up to me with a sad face. He said it had been ten days and it had not arrived. I felt that I had given him false hope and thought perhaps I should have stayed out of the situation.
Late in the afternoon, he came rushing into the room clutching a brown envelope. In the envelope, was a small bag with a tiny black plastic piece for the front suspension of his car. My grandson immediately rushed back into his room to continue working on his Lego car. I couldn’t be more impressed with the exemplary service of this company and its dedication to the children it serves.
As for me, perhaps I should still hold out hope that there are companies out there who understand their consumers, even nine year old ones. Anyone need a dresser assembled? I gotta guy.
Charles Eberson has been in the newspaper business for over 25 years. He has worked as a writer, advertising executive, circulation manager and photographer. His photography can be viewed at charles-eberson.fineartamerica.com
