A big screw-up

Did you read about 6pm.com’s (a Zappos company) big screw-up last week? Read about it on the company’s blog here.

The short of the long: an error on the website capped all prices for all goods at $50 for a few hours. Customers, as they do, purchased items. 6pm.com (Zappos) realized the mistake and fixed the issue. The company honored all purchases at the mistake price. Zappos lost over a million dollars.

Sure, they’ve used the opportunity to get some attention but that’s completely acceptable. The service capital Zappos has built allows the company to toot its horn as loud as possible without consequence. The story continues to spread…

It’s amazing what being unshakingly, over-the-top service-oriented niceness produces as a business model.

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