Fairhaven Health is dedicated to being there for couples that are ready to be parents. From trying to conceive through pregnancy and breastfeeding, Fairhaven Health offers a range of products to help you along your parenting journey. But beyond the products they sell, Fairhaven Health is there for you. They understand and value the power of people encouraging people, and so they offer a customer service experience that connects you to people with experience and knowledge that genuinely care. Fairhaven Health invites you to get to know them better through this giveaway opportunity, and Sarah, Director of Customer Service and Social Marketing, answers a few of our questions regarding their customer care.
TLB: What are the underlying values that inspire Fairhaven Health’s customer service? Does Fairhaven Health have a mission statement regarding their customer service?
Sarah: A huge focus for us at Fairhaven Health is customer service. Making great products is important, of course, but we also feel strongly that we need to be present and available for our customers. In talking with many, many women every day who are struggling with, or curious about, reproductive health issues, we are constantly reminded that lots of women are not getting the information they need within the medical community, or in some cases, they simply don’t know what questions to ask. And, while we are not doctors, we can offer a very compassionate listening ear, and we can point women to lots of resources where they can find the information and support they are looking for. So, while we don’t have an “official” mission statement regarding our customer service, our entire team shares a genuine desire to support women (by providing encouragement and information) before and during pregnancy, and while they are breastfeeding.
TLB: What are the different ways that someone could get in contact with someone at Fairhaven Health?
Sarah: We try to make it as easy as possible for our customers to get in contact with us. If you call our office during the regular work day, you are almost guaranteed to get a live person on the 1st or 2nd ring. We also have a Live Chat feature on our website, which is a quick way for customers to inquire about products and orders. Customers can also email our customer service team or post comments and questions on Facebook. We work hard to respond to every voice message, email, and Facebook post that we receive within 24 hours. And, another cool thing . . . Ovagraph.com, our FREE fertility charting website and forum. We currently have over 50,000 members at OvaGraph.com – an awesome and supportive community of women charting their fertility and interacting in forums (with experienced moderators) on a variety of reproductive health topics.
TLB: What should someone expect to experience when they get in contact with Fairhaven Health?
Sarah: The things we hope to convey through our customer service are honesty, sincerity, and compassion. Is the customer concerned about her husband’s fertility? If so, then she deserves to know what options are available for assessing his fertility status, and what natural products are available to help promote male reproductive health. Is the customer returning to work and worried about how she will maintain her breast milk supply? She deserves a compassionate listening ear, and a few tips and recommendations about pumping. Did we ship the wrong product? If so, then the customer deserves an honest apology and a sincere effort to get the correct product shipped out immediately. Simply put, we hope to create a customer service environment where women feel safe asking questions and sharing their struggles.
TLB: What have you learned through your interactions with people calling in for help or information?
Sarah: Making babies and taking care of babies is hard work! And, even though pregnancy and breastfeeding are normal physiological processes, fertility, pregnancy wellness, and breastfeeding success are not guaranteed. When issues arise, women crave information, support and encouragement . . . which is why the phones at Fairhaven Health keep ringing and why the community at The Leaky Boob continue to thrive.
Fairhaven Health is giving away a collection of their most popular nursing products (Nursing Blend, Nursing Time Tea, and Nipple Nuture Balm) to 5 lucky Leakies.
- Nursing Blend: A comprehensive dietary supplement that provides essential vitamins and minerals for nursing moms, along with a blend of herbal ingredients to support breast milk production, including a concentrated Fenugreek extract.
- Nursing Time Tea: A refreshing, mild-tasting loose leaf tea designed to help nursing mothers increase milk flow and soothe digestive unease in baby.
- Nipple Nurture Balm: A lanolin-free nipple balm made with organic herbal ingredients and natural moisturizers to help provide soothing relief and healing for cracked and sore nipples.
Currently Leakies can find these and other natural products for fertility, pregnancy and nursing at www.FairhavenHealth.com.
Good luck to everyone! Please use the widget below to be entered. The giveaway is open from November 19, 2013 through November 25, 2013. A big thanks to Sarah and the team at Fairhaven Health for their ongoing support of TLB and all breastfeeding women; please be sure to visit their Facebook page or follow them on twitter and thank them for their support of TLB and this giveaway opportunity.
This giveaway is open to US and Canadian residents.