The Hatch Baby Rest example

A good friend gifted us a white noise machine called “Hatch Baby Rest” after we had our second baby. It was a timely gift and one we’ve been very grateful for. For the uninitiated, a white noise machine generates ambient noise to ensure kids are less disturbed during their naps/sleep. This device also doubles up as a night light.

Over the past couple weeks, we’ve noticed a small issue with the manual controls on the Rest. However, since we can still control it via the app, we’ve managed just fine. There wasn’t time or bandwidth to troubleshoot further.

Then, we saw this unprompted email from the Hatch Baby team this morning.

Hey there,

Nap time, bed time, and night time can be some of the most crucial (and trying!) times with kids. We get it – we totally know how important your sleep routine is – so we wanted to check in about your Hatch Baby Rest.

When your Hatch Baby Rest app connects to Rest, it runs a quick diagnostics check to make sure everything is working correctly. When running this routine check on your Rest named “Hatch Rest”, we were alerted to a problem with the sound on your device.

You may not have even noticed it – but we’d like to send you a free replacement. It’s so important to us that your family’s sleep routine stays on track. Please enter your shipping information on the form below and we will send a replacement Rest ASAP.

You can keep your current Rest and continue using it, if you’d like. If the sound does have a problem, the night light function will continue to work properly. Please accept our sincere apologies; we want your Rest to work perfectly every time you use it.

We’re also sending a big thank you for being a Hatch Baby customer. Our goal – always – is to make life easier for parents. We love to hear your feedback and are constantly trying to improve. If you have any suggestions along the way, let us know!

If you’ve already received this email or believe you have received it in error, please disregard!

The power of great customer service is that it creates experiences that live on for a long time. Thank you, Hatch Baby team, for setting an inspiring example.