Cradle to Cradle, Green Business

Customer service designed with the help of the customer

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The thing that breaks my heart the most is unhappy customers. It makes me feel physically ill to think there is someone out there who is not happy with our product. But diapers are a funny business – I think they stand alone as the only consumer packaged good that is not only a neccessity but does NOT work 100% of the time. I haven’t met a parent yet that says their Bub hasn’t leaked out of a diaper.

Our product being flushable means that consumers need to get comfortable with taking the product and giving it a rip, swish and flush. Unlike a trash can, toilets are many and varied. We have passed our flushability tests in the 6 worst performing US toilets so we know it works. And we have used it for 3 years. But there are instructions to follow and the approach is entirely new. Nothing is as convenient as putting something in the trash. So anything that involves more work requires time to get used to.
So there are occasions where new customers in particular have a bad experience and may even block a toilet.

This happened for the first time the other day and I was gutted. But then as I started talking to said customer, it turned out that there was a little diversion from the instructions and that was the cause of the problem. Toilet was cleared by the customer and he went on to flush 7 more flushables immediately. The customer is in fact a friend so it was a free pass in a way. After talking through his experience, he agreed to write some additional Tips for our customers to use. Thanks Seth!

Here they are:

“Is it possible to clog my toilet using g’s?”

Sure it is. While g’s are flushable, so is toilet paper and poop. So why do most of us still own a plunger? We are talking about a toilet, not a trash can. Toilet clogs are possible, but easily fixable if they happen and avoidable with a few reminders:

Tip 1

Flush poop and wipes separately from the flushable pad. All toilets have a limited capacity for how much they can flush at once. This is an easy way to stay below that.

Tip 2

Make sure the SAP falls out of the liner completely and that you break up the big chunks with the swish stick before you flush.

Tip 3

If flushing multiple pads consecutively, make sure the previous pad is completely flushed before flushing the next.

Tip 4

Don’t leave the SAP in the toilet longer than a few seconds before flushing. That stuff absorbs a lot of water, by design of course :). If it is left in the toilet for very long, it will absorb the entire bowl of water and you will be flushing mashed potatoes.

Tip 5

If you are not sure whether the pad flushed completely, give an insurance flush before you go about your day. If some of the SAP doesn’t clear the pipes, it can hang out there absorbing water until you do flush and… see Tip 4.

“What if my toilet does get clogged?”

A quick plunge should solve that very easily. If it doesn’t, a toilet auger can be picked up at a local hardware store for about $15 and will get you unclogged in a jiffy. They are not a bad thing to have around anyway… remember, you do have children and most of them will think it a fun game to test the flushing capacity of your toilet at some point before they turn eighteen. You will be ready.

7 thoughts on “Customer service designed with the help of the customer”

  1. Hey Jason, I’m a friend of Jeff Roche, Good Co. et al. They’ve all been telling me about g’s for quite some time. I came home tonight and found my 9 mo. old son in a g. (thanks to my wife’s purchase at New Seasons 🙂 We are already excited about being your customers! Nice work and looking forward to meeting you in person. Phil

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  2. Hi Phil,
    Thanks for dropping by. Day 2 since we launched and it has been quite hectic around here. We have a 9 mos old too -how fun is that age? Ours has no teeth though so he look more like 5 mos right now!
    Let me know how you go with the g’s and thanks for the support.
    Jason

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  3. My own little notes on flushing….
    I have had a couple times when the toilet backed up, but it was fixed by a quick plunging.
    If the diaper is really wet, I will flush the innards seperate from the outer part of the insert, so 2 flushes all together.
    If the diaper is not very wet at all, I will swish a couple extra times and then flush.
    Adding these steps has significantly decreased the times that I have had to plunge.
    I went into the g-diaper experience assuming that I would need to plunge often. I live in a 100 year old Victorian and the the plumbing system shows it. =)
    Still love the g’s though even though an occasional date with my plunger arises.

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