In all business dealings, honesty is the best policy. When there is a service problem, who wants to hear that there is no resolution, or that it is taking much longer than they were originally promised?   When you see that there is a problem in delivery, length of time, missed parts, lost products, a delay or other “issue,” tell the customer right away.  Being proactive goes a long way in keeping customers on your side.  While the customer wants the work completed quickly and efficiently, he or she will be more willing to accept an honest explanation and work with you to get what they ordered.