This lack of communication with your customer base is one of my growing pet peeves. I can well understand the several whys and wherefores a business such as Minute Man might be facing difficulties in these last few years...health issues, cost increases (incl. new regulations), essential materials supply disruptions/availability, etc., etc., blah, blah...but it's not the hallmark of a good purveyor to simply 'go dark', leave customers who count on your products hanging.
Scott Mann's (3rd Rail) periodic-to-regular communication through his website and this forum, letting folks know how things are...or are not...going with his projects and promises is, IMHO, diametrically opposite to this thread's situation.
I'm not sure who's advising smaller businesses to act in this manner. It seems to be a fairly common, growing situation. If you're all done, for any reason, say so. Tell those awaiting your products/services NOW! If you're going through some short term 'hiccups' the hoi polloi can understand and abide with more patience, tell us...and protect the future of your business...US! ...especially if it's essential to your financial well-being and supportive of a future buyer's due diligence analysis!
The hobbies have been through changes of paint purveyors before. Many of the transitions weren't handled much better communication-wise than this current one with Scalecoat. We'll figure out the go-arounds and transitions. We always do. But the longer we go in the dark...wondering, waiting...the harder it will be to recapture the trust.
At least, that's the way I feel about it...while waiting 8 months for my own back orders!
Just sayin'.
KD