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 firstname.lastname@example.org 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