A long time ago, in a previous life, I took a job as Systems Administrator for a small retail company in the late 1990’s. This essentially meant being a one person I.T. Department.
The company had this bizarre procedure in place – when the computer system or LAN went down, they would announce this fact to the store customers via the intercom and ask them to write down what they were buying on a pad of paper which the store clerks would run around passing out.
Needless to say, I was mortified when I first learned of this practice and made my first two projects (1) implementing a backup system so they wouldn’t have to make such embarrassing announcements and (2) implementing a more stable retail network system.
What on earth does this have to do with a home-based business you might wonder? Well, in every business (including home-based businesses) you have systems in place (automated and manual) that in some cases just don’t work like they should. Sometimes the failure of your system affects your customer directly.
It’s usually unwise to blame the ‘system’ for the problem especially using it as an excuse to give to your customer. A brief explanation might be in order, but customers generally want solutions not excuses. Take care of the customer first, then get to work fixing the source of the problem or creating a way to make sure it doesn’t happen again.