We think this was a mistake on the customer’s part, but what do you think? Was Lil Helper scammed again? Watch this video and decide for yourself:
Can’t watch? Here’s what happened:
Around Christmas time 2016, a customer contacted us requesting to return 2 Lil Helper day packs. We agreed to accept the return, refunded their money and asked the customer to send the product back to us. Some of you will be reading this saying “WHAT?! You gave them their money back BEFORE you got the product returned?” Well, yes, dear reader. In our experience, everyone who requests a return will send us the product back. If we are being honest, at the risk of sounding braggy, we don’t get that many returns. However, customers always send the product back.
In this case, we received a package from this customer… containing 2 brand new stroller blankets. Not the $300 worth of Lil Helper diapers we were expecting.
So… was Lil Helper scammed?
Naaaah…. at least, we hope not! We are choosing to believe that this was a mistake on the customers part. Maybe they were returning these stroller blankets to another retailer and got the shipping labels mixed up. Who knows. It doesn’t matter, anyways. What do you do when life gives you lemons? Thank them because lemons are really expensive when they’re out of season. Or… you could make lemonade.
One of the projects we are most proud of at Lil Helper is the Baby Do Good program – for every three cloth diapers that Lil Helper sells, we donate one diaper to a family in need.
We are always deeply humbled to be able to ease the burden on a family dealing with diaper need. But, every now and then we come across a great opportunity to make a huge difference. Making a difference means so much to us at Lil Helper. It reminds us that this is why we do what we do! The Baby Do Good program was recently able to work with an amazing project. We were given the opportunity to partner with Venue Church in Steamboat Springs, Colorado. Venue Church members Jenny and Dan Strilzuk took 30 lbs of Lil Helper diapers to Monkey Bay in Malawi, Africa!
Malawi, the poorest country in the world
Malawi has been listed as the poorest country, two years in a row, on the Gazette Review’s list of Top 10 Poorest Countries in the World. In a country where the GDP per capita is of only $226.50, children are often the ones who suffer most. Priority is given to basic necessities such as food, water, and shelter. Buying diapers is considered a luxury. Reusable, long-lasting and cost-effective cloth diapers is what Lil Helper does best! We were honoured to give just a little help in that area. Last year, we received a letter from Venue Church letting us know where the diapers we donated would be distributed. They would be given to families through a village church in Malawi – The Nankwali Church, led by Pastor Alimoni Garrett Prechtl. Here is the letter we received:
Recently, we received the following humbling letter from Jenny. She also sent the beautiful pictures of the project we are pleased to share with the Lil Helper family!
“Thank you to all the Lil Helper staff and customers that made it possible for us to deliver these diapers to families in need in Malawi, Africa! The project was a success!! Through the Lil Helper Do Good Program, we were able to provide 15 families in Malawi Africa with the resources to properly diaper their babies.
In a country where the children struggle and many don’t make it to their 5th birthdays due to preventable diseases caused largely by sanitation issues and lack of resources, this outreach is much more than giving diapers to ‘catch the yucky stuff’, this is giving health and life to these children! These mums were so very grateful to receive these “nappies” [diapers]. They reported that “there is nothing like this available here, and receiving these Lil Helper diapers will enhance our lives and the lives of our children!”
Thank you all again for this amazing opportunity! Sincerely, Dan and Jenny Strilzuk”
If you would like to work with Lil Helper to spread kindness in the world, please consider becoming a Lil Helper Ambassador.
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.
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
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 Lil Helper coupon codes given to lil helpers that they can share with their friends and family.
Each time their unique coupon code is used, Ambassadors get rewarded
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.
OurBaby Do Goodand 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-backwardsamazing 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, pleaseclick on the link below.