Don't make an excuse. That's what the customer cares about. We are what we repeatedly do. Excellence is a habit. Lots of companies don't know how to give pickles away.
Banks are the worst.
They have 7 windows and 6 are closed. Now they have ropes so the line can wind. They put pens on chains. Train cashiers to talk to everybody. If something went wrong, people don't like to complain, so you have to dig.