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    Top 10 questions our Customer Service Reps get asked

    Top 10 questions our Customer Service Reps get asked

    Customer service team here!

    Getting to work as the customer service representatives is seriously such a fun job. We sincerely are so blessed to get to talk to all of you and hear about how we are able to help in any way possible. We find joy in meeting our customers right where they are and explaining any and everything we can with a clear sense of communication. Communication is huge to us. That’s how many of us work best, knowing the things we need to know before committing ourselves to something.

    A ton of you are returning customers, and we are so thankful that you let us help be your support when it comes to keeping your family healthy! We wanted to step into some of these questions and answer them for those of you who are new or are needing a little refresher. Here are some common questions we can answer for you now that we get asked often.

    1. Can you use this as a syrup on pancakes/waffles?
    No, our Elderberry Syrup is not thick like maple syrup. We do not use any preservatives or glucose; therefore, our syrup is a juice-like consistency. If you were to put it on your pancakes, it would make them a bit soggy and not give your pancakes the ooey gooey sugary syrup consistency we all love! Instead, most of our customers will take their daily serving of elderberry syrup in one of our shot glasses.

    2. How do you keep your syrup cold during shipment?
    We don’t ship our syrup cold. We take great care in packing each jar, and we ship them at room temperature. We test our batches to ensure they are safe out of the fridge during the 6-7 days of transit. We do recommend getting it in the fridge when it arrives to ensure the longest shelf life.

    3. Do you use a canning process?
    We don’t use a canning process because we want to keep our honey raw (awesome health benefits from raw honey). We have a lidding machine that screws the lids on tightly, followed by a heat seal band around the top of the jar to ensure it hasn’t been tampered with.

    4. Is your honey local?
    Our honey is local to the Southern Indiana/Ohio valley area and located about 15 minutes from our shop.

    5. Do you have any sugar free products?
    Yes! Our Elderberry Syrup Kits are a great way to make a sugar free version of our Elderberry Syrup. Instead of adding honey to your kit, you can add an alternative sweetener or omit the sugar altogether.

    6. What if I take too much Elderberry?
    The only adverse effect of taking too much Elderberry Syrup is it could take on a mild laxative (think prune juice). Other than that, our syrup is simply a natural blend of berries, spices and honey so feel free to take more or less than our recommended serving size!

    7. What do I do with your syrup?
    Take one tablespoon (for adults) as a daily immune booster for overall health or you can add it to other recipes to enhance it both with taste and health! We have many customers who add their daily dose to their water, tea, or even coffee!

    8. New vs. old gummies, why are they different?
    When we first launched our gummies, we quickly learned that because of the extremely high vitamin C content, direct sunlight turned them BRIGHT blue. In order to keep them from turning blue, we needed to either switch to artificial colorants or lower our Vitamin C content. We HATE artificial colorants so we decided to lower the Vitamin C content slightly (it is still much higher than the recommended daily dose). In addition to the change in Vitamin C, we also listened to customer feedback and lowered our sugar content from 3.5g to 1g per gummy. 

    9. Is your Wellness tea just as beneficial as your Elderberry Syrup?
    Our Wellness tea is a customer favorite! While it has the benefit of elderberries, it is not as concentrated as our syrup. One tablespoon of our syrup would equal out (health benefit wise) to about 3 cups of our tea.

    10. How else can you sweeten the kit?
    While you can buy our raw honey separately, we have some customers who sweeten it with Stevia, Splenda or other sweeteners. 

    Please let us know if you have any other questions as we are ready to answer them! Thank you for letting us serve you as we grow as a small business.

    Written by Alex Dean & Kimberly Pavan

    The Magical Land of Lost Toys Packages…

    The Magical Land of Lost <strike>Toys</strike> Packages…

    If you’ve been online shopping at all this holiday season, chances are you’re probably waiting on a package that has yet to arrive. In fact, you probably just checked your email to see the “status” of that gift you bought on Black Friday thinking “gosh, I should have gotten that by now”. I know I’m still waiting on seven candles I bought back in mid-November from a very well-known candle company! Fingers crossed they arrive before Christmas.

    You’ve probably seen news articles about how many major carriers, including the one we use (USPS) are experiencing significant delays and often many packages just being declared as “lost”. As a small business who relies HEAVILY on USPS to complete our customer experience, this month has been tough to say the least. There’s not a ton we can control once that perfectly packed box of elderberry syrup or gummies leaves our hands and begins its journey to our customer. For the most part (about 99.6% to be exact), USPS does FANTASTIC at getting our products into the hands of our customers, but just like most things in 2020, our experience lately has been a struggle: lots of delayed and lost packages, lots of disappointed customers. 

    As a small business with real people, we value like crazy every single one of our customers. I was just sitting in a meeting with my Customer Care Team last week and listened to their stories of helping our customers get their orders in a timely fashion. They genuinely care about each customer and don’t just see an order number but a person with a story about how our elderberry products have impacted their family and kept them healthy.

    What I am in AWE over is how many of our customers have been patient and gracious with us as we sort out exactly where their package is and why their syrup went to Hawaii before its destination in Ohio (it’s happened). While we can’t control everything USPS does, we can control how we respond, and it is always with kindness and generosity, focused on relationships. We wouldn’t have grown this business without our customers so it is our customers we take care of to the best of our ability. 

    So I just wanted to hop on here and tell you, our customer, THANK YOU for your patience and grace. Thank you for trusting us to keep your family healthy. Someday we will learn just where all those lost packages went...I’d like to think they are all just hanging out on the beach with a mojito in their hands (humor me) waiting for this pandemic to be long-gone. Who knows :-)

    As always, thank you for supporting our small business!

    -Jenny