My business has, arguably, a similar/parallel circumstance which is dependent upon people honoring their commitments, and when they don’t, blame can be found on both sides of the equation. For the most part, business proceeds smoothly. When it doesn’t (over the years) I’ve adopted the following point of view a) not to colorize the whole business based on the actions of a few b) accept the loss as part of doing business and c) forgive and move on. In general, the success of the business is my overall reward.