screwball

I would suggest being as transparent as possible on the actual turnaround times. If the entered in system piece is going on 10 days or more delay you need to be vocal about it so people know. What has turned off most people with the grading process is being told one thing and next thing you know your cards are somehwere else and you have no idea when you are getting them back. You should also consider limiting submissions whenever you start approaching two weeks added to turnaround times. The hard line in the sand for most customers is the turnaround time - meeting expectations. Everyone understands if you suddenly get slammed but you need to communicate how this is going to affect customer's cards return dates and then limit the damage/wait times ASAP. Example: customers shouldn't have to post on a forum or other social media with this question. A proactive accouncement should be made and it would be nice if a mass email went out to customers updating them.