Let’s say you are selling a product for $16,000 and somebody in the team just goofed up the backend system and the price now shows up as $675.
Many people bought. You lost loads of money.
Basically, you are ROASTED.
You have an option:
1. Cancel each of these sale
2. Keep your promise (and lose all the money..and maybe your job too).
What would you do?
Cathay Pacific was in such a situation when the tickets for flights from Vietnam to New York showed up for $675 return instead of about $16,000 normally.
The company too had an option and this is what they did.
Happy 2019 all, and to those who bought our good – VERY good surprise ‘special’ on New Year’s Day, yes – we made a mistake but we look forward to welcoming you on board with your ticket issued. Hope this will make your 2019 ‘special’ too!
— Cathay Pacific (@cathaypacific) January 2, 2019
Cathay Pacific decided to keep its promise and honor the discounted price.
Would you honor this discounted price to avoid public backclash? Or for finding a deeper connect with the audience?