I'm the same way when it comes to working things out. I make custom quilts and wall hangings. When ordered, I give them a date of when they can expect completion. If I am running behind for any reason, I am up front with my customers. I then let them know when their order is completed, when shipped, and I request a follow up message when they receive it. When the PO says delivery within 7-10 business days, I then check with the customer 11 days after shipping if I have not received a message advising they have got the package.