#163: The One with the Izze Drink

Episode #163 – The One with the Izze Drink

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Did you see my video about the Izze soda can on YouTube?  It had well over 140,000 views at the time I recorded this episode.  You can hear the whole story in this episode, along with the reaction from Izze, which is a Pepsi company.

Also in this episode, I have lots more marketing tips and lessons to help you grow your small business.  Enjoy ;)  

As usual, let me know your opinion about the topics covered in the show to help your small business this week – leave your comment below, it’s really easy to do, no registration required.

Enjoy the show!

Regards,

Having trouble viewing this week’s episode? Try the QuickTime version.

Feedback / Questions: I invite you to send me a message or question about your business via video – you just need a webcam connected to your computer, and a YouTube account – it’s fast, easy, and free. Note: You might be famous! In submitting a video (send to support@helpmybusiness.com), you agree to the possibility of having your video shown in a future episode of the show to assist other viewers with their small business marketing.

93 Responses

  1. What did you think of the response from Izze about what happened to me?

    You can watch the full video of me examining the contents of the can here: http://www.youtube.com/watch?v=zZm3paiJrQ0

  2. Thaks for the report, I wish you’ll have the best time in Disneyworld

  3. It is definitely disgusting…but on your video you can actually see a small chink in the side of the can that has a few drops of liquid coming out…so it looks like the Izze rep was right. As far as how a company handles this type of thing…my question to you would be how do ‘you’ think it should have been handled? It seems to me that an apology, some free product and some swag is about all they could do. It’s the same with a restaurant where you get a hair or something in your food…it sucks, but even at the best places could happen. Now if the experience creates a visceral disgust for the customer…there isn’t a whole lot the business can do to change that short of a Men in Black-style mind wipe. A sincere apology, refund and future free service or product is pretty much it. And then all you can do is hope the person can overcome the adverse emotional experience and try you again. Then (as a business owner) your only wise choice really after that is to skip it and keep pleasing as many people as you can (no pun intended.) And of course, include in your handling of the complaint any necessary procedural or other changes to ensure the situation does not repeat.

  4. I think the “izze tshirt” is a slap in the face. What kind of PR genius would do that to promote good will for a bad experience. Idiots !

    Maybe you could run a contest for the best comment of what you should do with the tshirt. The winner gets the tshirt. Then put it on utube as a follow up to your original utube video.

    By the way, it looks like you’ve lost some weight. Is it true? or could it be the result of “lack on Izze?

    When you started your segment, the empty chair (ie. missing chair)–reminded me of the Clint Eastwood segment of the Republican National Convention this past month. Funny stuff to start your show.

  5. Andrew, I totally understand how you feel about how they handled this hiccup! I once got food poisoning and was extremely ill for 9 days from a Tuna Melt at Denny’s Dinner…and when I contacted them to let them know, they apologized and gave me coupons to come back????? I could puke just thinking about them…let alone going back.

    How one handles these situations gives insights as to what they stand for as a brand. Not only did Izze lost a client (YOU)…but…they lost a great opportunity to do something for you that would have you talk about how great they were and how you’ll be a fan forever! See…they jumped right away in the “please continue to promote us” by giving you a T-Shrit…but, what they did not do…is give you a reason to be proud to wear it.

    I believe that every hiccup is a great opportunity to create an AMAZING experience that can turn a regular client (one that buys your product or service without bragging about it) into the biggest Fan and Brand Advocate there is ’cause you are giving them a killer experience/story to spread. I call that Brand Chatter!

    Let’s make an episode together on that subject…as I could go on forever here! LOL!

    Cheers,
    Isabelle
    http://www.leapzonestrategies.com
    http://www.leaptv.com

  6. Andrew, I totally understand how you feel about how they handled this hiccup! I once got food poisoning and was extremely ill for 9 days from a Tuna Melt at Denny’s Dinner…and when I contacted them to let them know, they apologized and gave me coupons to come back????? I could puke just thinking about them…let alone going back.

    How one handles these situations gives insights as to what they stand for as a brand. Not only did Izze lost a client (YOU)…but…they lost a great opportunity to do something for you that would have you talk about how great they were and how you’ll be a fan forever! See…they jumped right away in the “please continue to promote us” by giving you a T-Shirt…but, what they did not do…is give you a reason to be proud to wear it.

    I believe that every hiccup is a great opportunity to create an AMAZING experience that can turn a regular client (one that buys your product or service without bragging about it) into the biggest Fan and Brand Advocate there is ’cause you are giving them a killer experience/story to spread. I call that Brand Chatter!

    Let’s make an episode together on that subject…as I could go on forever here! LOL!

    Cheers,
    Isabelle
    http://www.leapzonestrategies.com
    http://www.leaptv.com

  7. Rob has asked a very good question -”how do you think it should have been handled?”

    After I watched the disguesting incident on Youtube, the first thought came to my mind was, sue the company (that’s what a lot of Americans would do), but the lawyer said since you didn’t get sick, there won’t be enough for a lawsuit…..

    There’s something big came out of this incident though. If Izzy drink was not popular, it is now. However, the popularity is negative – people will talke about the incident when Izzy drink is mentioned, and less people are likely to buy it. The more people watch the incident on Youtube, the less people would want to buy the drink.

    Izzy company didn’t handle your incident well perhaps they didn’t know who you were (I hope they do now). If I were the PR or maketing representative, I would try to work with you to turn the negative impact to a positive result.

    The t-shirt and coupon was a stupid act. Instead of compensating you, they enforced the negative impact. Whoever came up with that ideal should not be handling the situation.

    Thank you Andrew for reminding me about the importance of customer service.

  8. New Logo for Izze

    IZZ’NT

  9. Dennis

    Thats brilliant!

  10. Bryce Anderson says:

    I’m seeing a great marketing idea-

    I think Izzie teams up with Queensboro and they do a “Quality Polo” with the Izzie logo and this tag line-

    I bought a moldy Izzie drink and got this polo shirt FREE…. and so can YOU!

    Put me down for a dozen!

    Great show Andrew as always. It’s nice to see them coming out again.

  11. Kevin Chandler says:

    @Dennis- I LOVE the IZZN’T- extremely funny!
    Personally I’ve had only fine moments with my Izze… and unfortunately even the best of brands sometimes does stumble.
    Sounds like a t-shirt and an apology was a pretty appropriate response to a single can of inadvertently crummy drink.
    Cheers!
    eKevin

  12. Kevin Chandler says:

    P.S. my perspective includes the common experience of many large companies not responding at all whatsoever, so at least Izze did respond- and apologize.

  13. It sure was nice to view your video today without that stupid puppet!

    You need to talk to a better lawyer about your izze problem.

  14. They should have sent you some flowers and a singing telegram with a cute female messenger:
    “We’re so sorry, ’bout your soda
    So disgusting, all that mold-a
    Glad you didn’t, take a big drink
    Here’s some flowers, please don’t make a really big stink.”
    (To the tune of Hello Muddah, Hello Faddah)

  15. Andrew, you don’t speak too slow. Your comedic timing is excellent.

  16. Wow! I really needed Isabelle’s advice. In my permanent notes:

    Making everyone like you is a sign of mediocrity.
    What am I tolerating to avoid conflict?

    … Gold.

  17. Ken, Glad to hear that my segment was valuable to you. Keep on watching…’cause there are plenty more coming ;-)

  18. HAHA, want ta T-Shirt to promote crappy drinks!

    That’s not customer service that’s an insult! They should have:

    1: Refunded your money 200%

    2: Sent you a letter of sincerest apology that was hand delivered by a sales rep.

    3: Offered you a selection of their competitors products because you missed out on enjoying a refreshing beverage when you had chosen, amongst all other drinks, to drink Izze.

    If they had done that … you might be wearing the T-Shirt … maybe :)

  19. After getting a dose of fruit flavored fatality let me just say this. What a lame offer from a company that gave you a moldy concoction that looked like something from a horror movie. The last thing I would do is “promote” this company’s product(s). Hey guys thanks for the free tee shirt and coupon offer. I would have told them that I will take the tee shirt if it said something like “drank an Izze felt real dizzy. That stomach real knotted was from the drink that was rotted.

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  23. If I never have to see that alien thing in you drink again I will not be disappointed. Their response was pretty lame, there could have been something in there that made you seriously ill or worse like eColi. I’ve never heard of Izze but I never want to drink it (bad mental picture).

    Isabelle Mercier thank you for your straightforward thinking.

  24. You are very welcome Lori ;-)

  25. “L”

    You can reach our support at support@helpmybusiness.com

    Regards

    Andrew

  26. I just found you, and I’m hooked. Great easy to digest content. I love the variety of topics included. Looking forward to more.

  27. Enjoyed my first view of your entertaining show which provided excellent marketing content, too.

    Saw you on the Rich & Jay Maven Event, left you a voice mail, too.

    Chat Soon,
    Brad

  28. Hi there! I know this is sort of off-topic however I had
    to ask. Does running a well-established blog such as yours require a massive amount work?

    I am completely new to running a blog however
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  29. would like to know what pubs Queensboro advertises inso can get copies of ads/offers fo my swipe file.

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  31. Robert LaMontagne says:

    It is definitely disgusting…but on your video you can actually see a small chink in the side of the can that has a few drops of liquid coming out…so it looks like the Izze rep was right. As far as how a company handles this type of thing…my question to you would be how do ‘you’ think it should have been handled? It seems to me that an apology, some free product and some swag is about all they could do. It’s the same with a restaurant where you get a hair or something in your food…it sucks, but even at the best places could happen. Now if the experience creates a visceral disgust for the customer…there isn’t a whole lot the business can do to change that short of a Men in Black-style mind wipe. A sincere apology, refund and future free service or product is pretty much it. And then all you can do is hope the person can overcome the adverse emotional experience and try you again. Then (as a business owner) your only wise choice really after that is to skip it and keep pleasing as many people as you can (no pun intended.) And of course, include in your handling of the complaint any necessary procedural or other changes to ensure the situation does not repeat.

  32. I think the “izze tshirt” is a slap in the face. What kind of PR genius would do that to promote good will for a bad experience. Idiots !

    Maybe you could run a contest for the best comment of what you should do with the tshirt. The winner gets the tshirt. Then put it on utube as a follow up to your original utube video.

    By the way, it looks like you’ve lost some weight. Is it true? or could it be the result of “lack on Izze?

    When you started your segment, the empty chair (ie. missing chair)–reminded me of the Clint Eastwood segment of the Republican National Convention this past month. Funny stuff to start your show.

  33. Isaac Lelanc says:

    Andrew, I totally understand how you feel about how they handled this hiccup! I once got food poisoning and was extremely ill for 9 days from a Tuna Melt at Denny’s Dinner…and when I contacted them to let them know, they apologized and gave me coupons to come back????? I could puke just thinking about them…let alone going back.

    How one handles these situations gives insights as to what they stand for as a brand. Not only did Izze lost a client (YOU)…but…they lost a great opportunity to do something for you that would have you talk about how great they were and how you’ll be a fan forever! See…they jumped right away in the “please continue to promote us” by giving you a T-Shirt…but, what they did not do…is give you a reason to be proud to wear it.

    I believe that every hiccup is a great opportunity to create an AMAZING experience that can turn a regular client (one that buys your product or service without bragging about it) into the biggest Fan and Brand Advocate there is ’cause you are giving them a killer experience/story to spread. I call that Brand Chatter!

    Let’s make an episode together on that subject…as I could go on forever here! LOL!

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