Our customer always has a seat at our table. And more often than not, their preferred seat is right next to Kemma, our delightful Customer Experience Associate. It’s not uncommon for Kemma to have half-hour chats with customers on the phone, and she is the only one on our team who receives fan mail! She’s a gem, and our customers love her as much as we do.
We sat down with Kemma to chat about what’s top of mind for our community.
Q. What is the most common question you get?
A. Probably the most common question I get asked is ‘where are your products made?’. The women in our community tend to be wary about the manufacturing surrounding these types of products because they are made to serve such a vulnerable part of the body. I think oftentimes women are eager to try our products because they are intentionally designed to be both body-and-earth-friendly. However, they also want to make sure that our commitments to sustainability and green production aren’t surface level but are also reflected in the end products that they are using. I tell women all the time that we proudly manufacture our incontinence products in Europe, where standards around sustainable sourcing, design, and packaging are infinitely higher than they are here in the U.S. In fact, at every step in our supply chain we’ve sought out who are just as committed as we are to reducing our global footprint and minimizing waste.
Q. What sort of feedback do you get most commonly?
A. That of relief and gratitude. For so many women, our products are the first ones that work for them. Frequently they have come to us after having tried countless other products that were not quite right — maybe they leaked, maybe the adhesive wasn’t strong enough, and most often we hear that our pads are the first ones that haven’t caused painful skin irritation.
If you did a word search in my inbox, the word “finally” would probably shoot to the top of the list as most commonly used. “Finally a product that doesn’t irritate me”, “finally something that absorbs but doesn’t feel like a mattress topper”. For many women it's deeply upsetting to be relegated to using a product that doesn’t fully meet their needs, especially when leaking is a daily occurrence. It’s such a distressing — and often embarrassing — experience. Being able to provide women with a product that they love, that makes them feel confident to live their lives, that doesn’t ask them to compromise on absorbency, comfort, their skin health and sustainability — it's priceless. And the women we serve seem to really appreciate it.
Q. What do you love most about your job?
A. Honestly, helping people. When you think about it, it is so rare you get a chance to work at a company that is genuinely trying to help its customers, is committed to ethical and sustainable production, and is fundamentally a mission-driven brand. Sometimes I remind myself just how lucky I am to be working for Attn: Grace, I hear so much positive feedback from the women who buy our products everyday. That tends to be an anomaly in the Customer Experience field.
Q. What is the biggest misconception when it comes to Customer Experience (CX)?
A. That we (the customer and I) don’t want the same thing. I think a lot of times people view CX people as adversaries. People you have to ‘fight’ with to get what you want or know you deserve. That isn’t the case with us at all. We both want exactly the same thing: for you to get the products you need, to get them quickly and reliably, and then for you to love them! When women reach out to me, I can often tell that they just want their needs to be addressed, and that’s exactly what I want to do — to take care of our community and make a rather difficult condition a little bit easier to manage. Life is so tough right now for so many people, especially in the midst of a global pandemic, if I can make this one thing even a little easier for you, then I feel like I’m doing my job and doing it well.
Q. How do people generally get in touch with you?
A. It totally depends — sometimes over the phone, sometimes by chat, sometimes by email. You can tell that some people will do anything so that they don’t have to call you, and others are just dying to hear your voice and talk things through. The level of communication also varies drastically from person to person. Some customers just want a quick question answered, others want to tell me their life story. They share things about their lives, their kids, their grandkids, what they are up to, how the pandemic has affected their life, you name it. Our mission is to not only provide high-performance, body-and-earth friendly products, but also to shift the narrative around what it is to be a woman aging in America today through (among other things) cultivating a sense of community and learning through shared experiences. I feel so privileged to get to hear these vignettes from women’s lives, and oftentimes I just feel lucky that they are so comfortable opening up to me.