A few months ago, my friend Rob at countdowntofifty.com leaned over his cup of coffee and described his latest fixation–Arrowhead’s addition of a convenient new handle to its 5-gallon water bottle. The handle itself wasn’t the problem, its the design that bothered him–specifically the fact that the handle encroached into the container, leading Rob to question the new bottle’s capacity.
He looked on the Arrowhead website. He searched Google. When he didn’t find what he was looking for, he called Arrowhead directly. The confident customer service rep on the other end of the call assured him that the new bottles still held five gallons, pointing out that the handle was hollow so it held water too.
But Rob wasn’t convinced. As I munched on my breakfast bagel, he described an experiment that the customer service rep suggested: to pour five 1-gallon Arrowhead bottles of water into one of the new 5-gallon versions. Before our breakfast was over, Rob decided to record the experiment and I offered to play cameraman for him.
The experiment’s conclusion matched Rob’s intuition: Five 1-gallon Arrowhead bottles of water didn’t fit into the company’s new 5-gallon container. There were 10 ounces of water left over!
The reason that I’m telling this story has less to do with the experiment and more to do with the online results. Before Rob published his video, he could find nothing about the new design on Google. After publishing it, however, the video holds the #2 spot in a Google search for “Arrowhead 5 gallon.”
Inquisitive minds are starting to find it. Two days ago, Rob’s video got its first comment:
This is priceless! My husband & I just got our Arrowhead delivery last week and wondered the same exact thing. I being the more cynical one said, “if I find there’s not exactly 5 gallons in there, we’re switching to Sparklets”. I’ve been too busy to investigate & now you’ve saved me the time…glad I Googled my suspicions first 🙂
Great job & very entertaining to boot!
Google is your company’s reputation manager. What happens when someone Google’s their suspicions about your products or services?
Photo Credit: tom.arthur