Taking Care Of Loyal Customers
When Change Is Imminent

Soon after my son settled on which pacifier would get him through infancy, Playtex decided to make a change. 

He had not jumped recklessly into his choice of pacifier.  There was product testing, parental input, style considerations. He reviewed the various alternatives, including the organic, all-natural thumb. Finally he followed his sister’s recommendation and prepared to happily meditate. 

Almost immediately trouble started.  First it became difficult to find the pacifier.  We did what any good parents would, and stocked up.  Bought enough to get us through a few months.  And as supplies got low again. Nothing. They were gone. Playtex had discontinued the design.  There was no replacement. 

This taught me the meaning of the word panic.

Of course this was in the dark ages before the age of hyper-availability and web searches.  I called the company.

“Please, you have to start making these things again.”

“Sir, we understand, but other designs are more popular.”

“My son will never accept it, There’ll be boycotts, protests. He’ll invent blogging and tear you a new one!”

“Sir, we knew we had very loyal customers when we made this decision.  That’s why we have a warehouse of product available for mail order. How many would you like us to send?”

I smiled. I was happy. My son would be happy. I ordered 24. 

Change happens.  Make sure what you want to change matters and then do whatever you can to help your most loyal customers make it through.

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