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Orders going out late would threaten both the integrity and the availability ofcustomer relationships: if customers were angry about this, they would tend to tell theirfriends, and much of the Business’s business comes from word-of-mouth. Thelikelihood of this, however, is low, as the Business is pretty organized and thecustomers are generally reasonable. The website is also clear about establishingreasonable expectations.A competitor or former customer slandering The Business could have a very lowimpact on the integrity of the Business’s reputation, or a high one, depending on thedistribution of the false information. The likelihood of this, however, is low: theBusiness’s competitors are few, and most customers are happy with the Business.An advertised item becoming no longer available would have a medium impacton the availability of the Business’s customer relationships and the integrity of itsreputation, as it would appear to be advertising what it could not deliver. However, mostcustomers understand that this can happen, and the Business never charges a creditcard until after the order is pulled from stock and ready to ship, so the impact is limited.This has to be rated a medium probability, as well, as it has happened in the past, andsome of the Business’s vendors are not the most reliable vendors in the world aboutship dates.A phone order being lost and never found, or found too late, could be a bigproblem. This is a problem with the integrity of that customer relationship, and the
availability of the information. In many cases, it may also make that particular customer
unavailable, as well, as they take their business elsewhere. This is a medium to high
likelihood: quarter sheets of paper are easy to lose and it has certainly happened
before.
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