You know that piece of ripped, brown material that slightly resembles a bear - the one which your Mum gets out every time she meets one of your friends? Well once upon a time that was your favourite thing in the world. You'd never leave a room without it, let alone the house. Washing it was a big no-no as the smell comforted you, it made you feel safe. Nobody could ever understand how much you loved your little bear and nobody ever would. It was all you cared about in the first few years of your life.
So imagine if one day you were lying in your cot and it wasn't there. Without the ability to talk or communicate concisely, how would you ask Mum where it is? You start to panic and furiously start rummaging around your cot. Maybe it'll be on the floor you think, you cry and wait for Mum to find it for you. "I'm sorry little one, baby lamb had to be thrown away. It was just too ripped and tatty to be kept any longer" - you don't need to understand every word - you just know your best friend is gone.
That's exactly what happened with one of our customers a few months back and immediately, the social customer care team's heart strings were understandably tugged. The Mum felt guilty as her baby just couldn't rest - he wanted his baby lamb back no matter what. So the team intervened. We got the details of the comforter - it was a product in our Chad Valley range. Perfect we thought, an own brand product shouldn't be too difficult to get hold of. A simple stock check, maybe a store transfer and we were onto a winner? Nope; discontinued. Groan. We need to sort this.