Just how important is it to you to keep your word all the time, every time? For myself, I do my best to keep my word every time. If something comes up, I will still try to work it where I can still follow through. After all, a man is only as good as his word!
I am borderline psycho on keeping my word, even when it would perhaps be better not to, and, I loathe people who are not as good as their word. I don't mean for stuff like if someone says they will be there at 3pm and they show at 4pm or they think they will finish a creative project and they just don't manage it -- I can roll with that sort of thing -- but for important stuff, agreements like you do x and I will do y.
One of my biggest pet peeves is people who work for largish organizations who make promises they can't keep and then just whine about not having the authority. I would never promise something I didn't think I could deliver and then let the organization behind me undermine my word. A person's word should be bond.
I can relate being in a custom made business...we try and keep our word and get sets out on time between our turnaround time..but sometimes our hair suppliers run out of stock on a color and we cant get it until after the deadline and then angry customers arise...which is understandable but uncontrollable by us..but we try to keep our word as close as possible! and having good customer communication is a plus on helping them understand our problems sometimes
a little communication can go a long way in my opinion.