It’s difficult for a small organization or a dedicated craftsperson to run an operation as punctually as a large bureaucracy. After all, the bureaucracy exists mainly to be sure that deadlines are honored and variances are not exceeded.
Your customers are aware of this. It’s one reason that they chose you–because you’re doing the work yourself, you’re a person, not an industry.
Seth Godin, writing on his blog in “Craftspeople and Time.”