I know that you may have questions about the The Baby Sleep Site® program and how our Sleep Helpdesk works. We are always available through e-mail for questions regarding how our sleep consultation services and products can help you. If you don’t see your question listed in the FAQ below (or if you just want to get to know us better) feel free to contact us anytime!
“What package do you recommend?”
You would be surprised how much we can accomplish solely with our comprehensive Personalized Sleep Plan™! Depending on your needs and personality, sometimes just the Basic E-mail Consultation Package is enough. However, sometimes for a specific situation, it helps to have more time to work on various issues, allowing time for us to come up with a solid plan and tweak along the way, once we see how your baby or toddler responds, since all families are unique. For situations where you have several issues or a personality type who likes a lot of detail or to ask a lot of questions, we recommend the Deluxe or Super Deluxe Consultation Packages. Depending on the situation, if you don’t use the entire package, your e-mail(s) may be saved for later (up to 1 year after your purchase date). Use your e-mail when new issues come up, and have confidence you can overcome sleep speedbumps that can, and likely will, occur as your child grows, develops, and changes. For those who have a difficult situation RIGHT NOW, you have a lot of questions, and you need ongoing help and support, the 30 Day Unlimited E-mail Package allows us daily communication, for maximum success.
If you’d like to e-mail us an overview of your problem, we’d be happy to give you a recommendation, and I promise – it’s not always the biggest package. Sometimes we only adjust your expectations or send a quick tip, and may not recommend anything at all!
“What is included in my Personalized Sleep Plan™?”
After one of our highly trained and experienced sleep consultants reviews the detailed sleep history you’ve given her, she is then able to draw over 50 key conclusions (yes, we counted!) to help her craft your Personalized Sleep Plan™ . Your Personalized Sleep Plan™ is like a book personalized just for your family, where only the relevant chapters are included. It will include some relevant background information as well as detailed and daily action plans tailored to your child’s unique history, temperament and personality and will coincide with your parenting philosophies as you’ve told us. Your Personalized Sleep Plan™ sets you up for a successful start to your sleep training journey where we will be there to support you every step of the way.
“Are you a doctor? Do you have any type of certification?”
While I do not hold any certifications or degrees related to sleep, and am not a doctor, The Baby Sleep Site® has helped thousands of families find their sleep since 2008. I have also made it a point to round out our “village” with sleep consultants with varied backgrounds including Lactation Consultants, Licensed Social Workers and Psychologists, as well as individuals with early intervention experience for our special needs babies. As for me, I am simply a mom who had to find her way through sleep deprivation, and ever since, have had a passion to help other parents find their way – easier, faster, and with understanding support! I use all of my years of knowledge and experience, and my general knack for coming up with a customized plan for your unique situation, and that’s something that you just can’t read in a book. Also, some parents simply need help to keep them going because of how easy it is to feel overwhelmed, overtired, and feel tempted to give up. That’s where we come in – to give advice and support while you go through it. You can read the parent stories of happy parents (including pediatricians with their own children!) and countless families who find value in our services. We’d love to help you and your family, too! I can tell you we’ve worked with some parents who have been to doctors and to other sleep consultants and are very happy when they’ve finally found us at The Baby Sleep Site®!
“Who will be writing my Personalized Sleep Plan™ and follow up e-mails?”
Service is a top priority at The Baby Sleep Site® and our primary goal is to provide you with a high-quality Personalized Sleep Plan™, sound advice, quick turnaround, compassion, and support. Our sleep consultants go through extensive training on The Baby Sleep Site® methodologies, philosophies, and processes, prior to working directly with clients. Once they are ready, we collaborate as a team such that any of our sleep consultants will create Personalized Sleep Plans™, answer follow-up questions, provide support, and celebrate your sleep successes! Once you are assigned a sleep consultant, you will most likely always have that sleep consultant for continuity purposes, except for illness or other time off, so you will always receive quick and consistent response time. As founder and president of The Baby Sleep Site®, I am the lead sleep consultant. All sleep consultants work directly with me to give you the very best service. You do not just get a sleep consultant, but a team of advisers, your village, all on your side.
We do try to honor requests for a specific sleep consultant should you have a preference, but it may not always be possible. Due to time limitations, owner and lead sleep consultant, Nicole Johnson, takes just a few new clients each month and only those who purchase either unlimited or telephone support packages. Please feel free to read more about our wonderful sleep consultants.
“Do you work internationally? What is the Exchange Rate? Are Payments Secure?”
Yes! We work with people all over the world. We’ve worked with people here in the U.S. (where we are based), Canada, South Africa, Australia, South America, and United Kingdom (U.K.), just to name a few. For your security, all payments are handled by PayPal, so your credit card information is secure with PayPal and not stored on our servers. PayPal handles all of the exchange fees, which is competitive with other consumer services. To learn more, please visit PayPal’s information on Multiple Currencies. They will display the exchange before you complete your transaction.
“Will you just tell me to let my baby or toddler cry it out like other coaches / programs?”
Absolutely not! In fact, I would estimate that 90-95% of our clients do NOT let their child cry it out and if it’s not part of your philosophy as a parent, we won’t recommend it (it won’t work anyway). Even parents who have tried cry it out and weren’t able to get it to work often come to us for gentler solutions. If you do want to try cry-it-out (or some variation), we can help you formulate a plan that you can get on board with and most importantly, stick with! There are many strategies out there and we customize one just for your family and your unique situation. One thing we hear from families who have worked with other sleep consultants before finding us is that once their method didn’t work, they were out of ideas. We, however, understand that each baby is unique and utilize many different methods that fit different personality types.
“What is your guarantee?”
“How long do I have to use up my e-mail consultations?”
Your e-mails are good for one full year after your purchase date, allowing you plenty of time to sleep coach at your desired pace, and allowing you the option to save some of your extra e-mails for future sleep issues that may arise. Many parents choose to save one or two e-mails for future sleep problems, like a sleep regression or teething, that they know may arise later.
“What time zone are you in? How quickly will I get a response to my questions?”
We are based in the Eastern Standard Time Zone. Our response time does vary. New Personalized Sleep Plans™ are usually completed within 3-5 business days, depending on demand. All other e-mails are answered in order of receipt, within 2-3 business days. Unlimited e-mail clients will receive answers within 12-24 hours on business days. We do not charge for simply hitting the “send” button. We don’t charge for quick clarifications or celebrating a good night’s sleep with you! E-mail is answered in order of receipt, but unlimited subscriptions are given higher priority due to higher level of service, including limited responses on weekends. This means the standard turnaround time does NOT apply to unlimited subscriptions, and responses are given as promptly as possible, usually within 12 to 24 hours on business days, depending on time of day and respective time zones. Unlimited packages for new customers who require a Personalized Sleep Plan™ will get a plan within 2 business days and the subscription end date will be adjusted accordingly.
“Do you work on weekends?”
Yes, but in an effort to maintain a better work-life balance, weekend replies aren’t always within our standard turnaround time, and e-mail submitted after 12 p.m. EST Thursday may be answered on the following Monday. Unlimited e-mail clients will receive limited weekend responses, but weekend responses may take longer than the usual 12-24 hour turnaround.
I understand that sleep problems aren’t limited to Monday through Friday, so neither is our help and support. However, I do try to give my family some undivided attention on the weekends, and I am respectful of the time our sleep consultants need for time with their families on the weekends as well. I know you understand!
“How do the unlimited e-mail subscription packages work?”
The unlimited e-mail packages are designed to give you maximum support during your journey. You can send one e-mail a day or ten, and we respond as quickly as possible to each one (within 12-24 hours on business days). Unlimited e-mail clients can also receive help on the weekends, which is not offered for other e-mail packages (although weekend help for unlimited packages may not be available within the same 12-24 hour turnaround). Unlimited e-mail packages get higher priority than any other package, so you do not have to wait the typical response time between each response. A major benefit of the Helpdesk is that we can access it from any computer or mobile device, allowing us to get Helpdesk e-mail immediately, so we know if you need a prompt reply and can send e-mail from any location.
“Can I pause an unlimited package?”
If you have less than half your remaining time left of your unlimited e-mail package, we do not typically pause it. Otherwise, unlimited e-mail packages can be paused once per package for situations that arise such as illness or travel. We understand life happens and some things are highly unpredictable! Suspended packages must be resumed within 4 weeks. If your package is not resumed within 4 weeks, the remainder of the package can be turned into a standard e-mail package, depending on how much time you have left of the package. Two weeks left is turned into a 2 e-mail package and three or more weeks is turned into a 4 e-mail package. Alternatively, you have the option of paying an optional $50 re-activation fee if you’d like to reinstate your unlimited e-mail package. The reason for this fee is simply due to the fact that babies and toddlers change in a short amount of time and if we do a Personalized Sleep Plan™ for a baby of one age and too much time passes, a lot can be different and we essentially need to regroup. This takes more time than picking up where we left off, thus the fee. Please talk with your sleep consultant, if you need to pause for any reason and we will work with you as much as possible.
“If I don’t purchase an unlimited email subscription package, will I be charged for every e-mail you send me through the Helpdesk?”
Not typically. In your communication with us, your task is to ask questions or address issues in your child’s sleep journey. We may come back and ask clarifying questions, offer you some moral support, or simply ask to hear back from you regarding your progress. You are never charged for these types of e-mails, since it is a part of our process to give you a strong support system. If, however, new questions or issues arise (babies do change and grow a lot in the first few years!) you will be charged accordingly, similar to other service professionals.
“Do you offer sliding scale or financial assistance?”
We do offer The Baby Sleep Site® Assistance Program which includes options to apply for a free Basic Sleep Email Consultation Package, a reduced fee Basic Email Consultation Package, and free E-Books. To read more about these different options and to learn how to apply, please visit the Baby Sleep Site® Assistance Program page.
We look forward to working with you and your family! Please contact us directly if you have any additional concerns or questions.
Don’t let one more day or night pass without seeking help, purchase sleep consulting services today!