Everyone was concerned that the changeover of the ice Cream could blow-up into a public relations and revenue fiasco. During this process, they actually accepted an exclusive deal from Pepsi that kicked out Coke products for a period of time before being forced by consumers to bring Coke back into the stores.

We solved it without a single customer complaint or notice that anything had changed. The key was in changing the ice cream formulas first, limiting the flavors and waiting a period of time, about a year, to then update the Packaging and broaden the line to the new manufacturing facility.

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The ice cream packaging from the new plant in Minnesota looked identical with only superficial minor changes to the recipes and ingredients. No one recognized the difference in product due to the identical packaging. We continued using the "old" packaging for about a year. If we had changed both the recipes and packaging in tandem, it would have likely created a firestorm.

This simple common sense idea marked the beginning of Tim Forrest Consulting. It's been an exciting 20 years.