The conversation that sparked the need for God Forbid Guarantee
The following is an exchange that took place between a Lil Helper cloth diaper customer and me, let’s call her K., in February 2015.
K. is a loyal Lil Helper customer and I distinctly remember packing her orders and communicating with her on a number of occasions.
I came across K’s post when she was trying to sell her Lil Helper cloth diapers on a Lil Helper Buy/Sell/Trade forum on Facebook.
Here are screenshots of that exchange:
What kind of a company do we want Lil Helper to be?
When I had this conversation with K., I had no intention of posting it anywhere. But the thought kept bugging me for weeks that there might be other customers of ours who are probably in the same unfortunate position as K.
And since we didn’t have an explicit policy in place wherein customers can get in touch with us in the case of a tragedy, we might be inadvertently causing already grieving parents to relive their loss by selling their diapers.
Even my wife and I had lost a child early on in our pregnancy so I know the pain to a certain extent and wouldn’t wish it upon anybody.
Doubts on Reddit about Lil Helper Cloth Diapers…
A couple of weeks after the above took place, we started posting on Reddit to introduce Lil Helper to new customers.
A prospective customer commented that she had doubts about our diapers and company. In order to explain to her why Lil Helper was different, I uploaded the above screenshots to Imgur.
As an aside: I had made my account on Reddit weeks before posting for the first time and had just made an account on Imgur to post the screenshots there. I had no idea how either of the places worked.
Here’s the exchange on Reddit:
Why we posted the conversation with K. publicly
The purpose of posting the screenshots was to give a recent example of how we treat our customers. The screenshots were only meant for the Mama and nobody else. I named the image gallery God Forbid Guarantee as I couldn’t think of a better way to address such a sensitive topic before prefacing it with god forbid.
Lil Helper Cloth Diapers going viral
Little did I know that the screenshots would be voted on to the front page of Imgur, and it eventually garnered more than 550K views and spread across the Internet. We were learning what it means to go viral.
How Lil Helper operates when nobody is watching
Now, this isn’t the first time that we have gone out of our way to treat a customer right.
Nader, the mad-scientist-half of Lil Helper, drove in the Canadian winter for 2 hours, one-way, to deliver a $90 order to a customer because her original order was at the Post Office and she had an early morning flight.
I have delivered diapers at 1 am because a customer had a baby with a diaper rash as bad as second-degree burns and the whole family hadn’t slept in days. I could hear the baby wailing as the mom inquired if our charcoal diapers would help her baby. Based on my experience and feedback from customers, I knew for a fact that our charcoal diapers would help the baby sleep and allow the stressed mother to relax, so I went and delivered the diapers in the middle of the night.
As you might already know, each and every order, no matter how small or big leaves our premises with a hand-written thank you card from yours truly as a means of showing that we truly appreciate the business that good folks like you give us and not for a moment do we take it for granted.
Everybody who works for Lil Helper would have done exactly the same thing or more had they been in my place. Yes, but this was the first time more than 2 people knew of our ethos as a company, something that we’ve had from the start.
Update on K.
The good news is that K., our loyal Lil Helper mama, was blessed with a beautiful baby boy soon after the post went viral. And when she ordered more diapers from us, I had the pleasure of telling her that her money was no good at Lil Helper. She was as touched by our small gesture as much we were by her courage to allow us to share her story and help other families who might, god forbid, find themselves in a similar situation.
All’s well that ends well.
Share your thoughts
If you have anything to say about this policy or ways in which we can improve how we run Lil Helper, I would love to know your thoughts.
You can leave a comment here, email me directly at email@example.com or call me on my cell at 647 885 4642.
If you are in the US and would like to try our diapers, you can go here: www.lilhelperdiapers.com
If you are in CANADA, please go here: www.lilhelper.ca
Why we call it [lil helper]2?
Because our ambassadors are Lil Helper’s lil helpers. Lil Helper Squared.
The Lil Helper Cloth Diapers Ambassador Program is for users who are active in the Lil Helper community.
They are involved in social media discussions, believe in our products and our philosophy.
Our ambassadors will be selected from current Lil Helper patrons who are using our product or who have used our products. These evangelists are already spreading the good news about our company. We are making it easier (and more fun) for them to share their enthusiasm about Lil Helper.
They are the ones who are moving our business forward by introducing their friends and family to Lil Helper and our products. They spread the good news about us through the most trusted and valued source of marketing – word of mouth.
Perks of being a Lil Helper Ambassador, you ask?
Exclusive coupon codes given to lil helpers that they can share with their friends and family.
10-30 Personalized business cards for all Lil Helper Ambassador’s with their name and coupon code which can be given to friends and family. You can ask us for more when required.
Each time their unique coupon code is used, Ambassadors get rewarded
The above will be clearly stated on your business card so there is complete transparency to all.
If you’d like we can also give you access to our toll-free number and an extension that will be redirected to your cellphone. Your friends and family can call you to ask any and all questions they have about our diapers.
All participants will have first look at new prints/designs/products. The ambassador club members will be able to vote between colour combinations, prints, and solid colours. They will then have first access to these new products.
Free Tester products will be distributed to eligible members for trial and feedback before the introduction of a new product.
Access to the super secret private slack channel exclusively for the Lil Helper Cloth Diapers Ambassador Program
How do Ambassadors get rewarded?
When an Ambassador’s coupon code is used to purchase Lil Helper products and the value of the transaction is $79+, Ambassadors can choose between two options for their reward:
1. They can donate 5% of sales towards a charity of their choice
2. They can choose to receive 5% of sales cash, paid via PayPal
We do encourage Ambassadors to donate to charity, it’s just good karma for everyone ✌️
Why only 5% of the sales brought in by ambassadors are given to charity, why not 10% or 15%?
You might think that we at Lil Helper are business strategists who actually know what we are doing — we are not.
As with everything, we do what we think is right and at any point of time. If and when we realize or are told that there is a better way to do things, we will adapt and change.
Our Baby Do Good and the way we do customer service, have all been born out of — That sounds cool, we should try it out.
The decision to divert 5% of sales to an ambassadors charity of choice is no different.
This is what we know for sure — we make kick-ass cloth diapers AKA poop catchers. For any flaws that are in the products themselves, we make up for it by providing bend-over-backwards amazing customer service.
Who is not eligible to join the Lil Helper Cloth Diapers Ambassador Program?
If you have never used a Lil Helper cloth diaper or any other product, then sadly you are not eligible to be an ambassador of our brand. We want each and every recommendation you make come from you as a way to help those around you discover a product that you love yourself and know that they will too. This premise would be compromised if you haven’t used the product yourself.
Please let us know your thoughts in the comments below and let us know if we are moving in the right direction or if we need to change course.
And if you think you’d like to join the Lil Helper Cloth Diapers Ambassador Program yourself, please click on the link below.
We were so pleased to have participated in Pregnant Chicken’s Give a Cluck fundraising auction this year whose proceeds were directed to the Young Parents No Fixed Address network.
Young Parents No Fixed Address (YPNFA) is a network of about 30 Toronto agencies and organizations dedicated, for the past 15 years, to building strong community partnerships to address the challenges faced by young homeless/street involved, pregnant and parenting youth & their children. Their Target Group is focused on pregnant and parenting youth under the age of 25 and their children.
And thank you, most of all, to all of our customers who have contributed to our Baby Do Good program. For every three diapers purchased, one is donated to a family in need.
Thank you! We wish you all the best for the coming year.
Mohammed and Nader
More information about YPNFA, and its success stories, can be found here: