Over the weekend a customer reached out asking for information that might help get her insurance company to cover the monthly cost of adhesive bubble eye bandages. The product is single-use and costly. She was not asking for any discount, just wondering if we might have insights into a pathway for insurance coverage for a product that was medically necessary per her eye surgeon.
I routed her over to the Foundation where (with my other hat on) we could try to provide some support via letter template for a letter from her eye doctor to the insurer, but, knowing that a best case scenario would still not help her in the short term, I also decided to put a note about her in the newsletter. That's something I'll do from time to time if someone has a need that seems larger than we can cover here outselves.
And then... WOW.
In a few hours, several people had gotten in touch to donate money, products, loyalty point balances and even an offer to pay the ongoing subscription cost.
Our team was really completely blown away by all the generosity. It's so heartwarming. And for the customer that it's going to, the kindness is even more valuable than the products.
You all are really amazing.
Rebecca