From Pet Care to Customer Care: Finding Common Ground With Our Community

This article was written by our Customer Care Agent, Beatriz.

While I don’t have a family member living with incontinence, my path has been very similar. A while ago, my beloved dog had a stroke that left his back legs and part of his spine paralyzed. I was thrown into a world I knew absolutely nothing about that included medical appointments, mobility aids, physiotherapy sessions, home modifications, and also... incontinence care. It was overwhelming, to say the least.

I can truly relate to so many of our customers; those of you shopping not for yourselves, but for a parent, a partner, a child, or a dear friend who is living with incontinence. Like me, many of you didn’t choose this journey, but here you are, doing your best, every single day.

I didn’t expect to be cleaning up messes at 2 a.m. or learning how to prevent skin rashes. But suddenly, it became my daily reality. The emotional impact is real, it unfortunately affects most of us and it can be isolating. You might feel frustration, or feel overwhelmed while trying to navigate all of this. And that’s okay, please know that you’re not alone.

What I learned and I hope this helps you too, is to take one step at a time. You don’t have to figure everything out at once and even small wins matter.

The good news? Once I found the right products, everything changed!! I stopped using the low-quality options and gave our Healthwick products a real try. I approached it as our customers would and started by testing samples, asking questions, and taking notes. Eventually, I found a product and a routine that worked. My dog stayed dry and comfortable, giving me some of my time and life back.

My Five Tips for New Caregivers:

• Start with samples. They can be overwhelming at first, but they are so helpful. This way you don’t have to commit to full packages only to find they’re not the right product. Take the measurements, tell us the current needs and we can help you find some suitable options.
  
  

• Take notes. This might sound small, but writing down how each product performed, and what are the preferences will help you to reference back. Trust me, you’ll thank yourself later.
  
  

• Higher-absorbency matters. We offer premium, high-absorbency products that last longer and offer better leak protection. This not only reduces laundry and clean-ups but also gives you and your loved one more confidence and comfort throughout the day.
  
  

• Plan in advance. Check how much products are needed daily or monthly and order in advance. Having a bit of overstock is always the best way to guarantee that you won't run out of product if there are any delays in shipping, manufacturer backorders or emergency situations.
  
  

• The needs might change. Could be health conditions that will progress, a switch in medication or just aging that could cause the incontinence needs to change over time. You’re not locked into one solution forever, there is a vast variety of products and we can help you find the right one while navigating these transitions. 

Being a caregiver is not an easy role and even if you’re new to this world, if you’re showing up with love, that’s something you should be proud of. 

Please know that you can always ask for help. If you need assistance in finding a suitable product or know where to even start, we are here and we are a team who truly cares. We ask questions not to be nosy, but because we want to make your routine easier.

I hope sharing my story brings you comfort, confidence, or at the very least, a reminder that you're not alone on this journey.

Take Care!