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 … Continue reading