'I'M afraid there's a problem." It's the last thing you want to hear when you're doing a last-minute check on accommodation booked for family members gathering for a celebration - in this case my mother's 90th birthday party.

With a week to go to the big day, the village pub found it had double-booked. Some other family had, like us, booked everything a year ahead, but it seemed the others had got in first. With profuse apologies, I was told we were now booked into other accommodation, further away, but nicer. They'd pay the difference in cost and provide taxis to and from the event.

Well, it wasn't what we'd wanted, but they'd done their best to put it right. I was cross, but not apoplectic.

It wasn't the end of the problems. The central heating boiler at the new hotel chose the moment of the first guests' arrival to give up for good. The manager, mobile clamped to her ear and anxiety written all over her, apologised and promised to put things right. All very well, but how do you get hold of a new boiler at 4pm on a Friday? I don't know, but she did it, and still managed to rustle up a cot for the baby in the party (one of the staff dashed home to collect her own travel cot). Within a few hours, the new boiler was in place, the bill reduced and everyone fell over themselves to make the guests feel at home. And the taxis all turned up in time to get the guests to the party, and home again afterwards.

So, a possible weekend of disaster turned out all right after all. The result is that in spite of the mix-ups and problems, we've been back to both places since then.

There's a lesson in all of this. Whether it's your fault or not, if you're a business faced with things going wrong, then if you admit the problems, apologise and do your best to put things right, you'll not find you've permanently lost a customer. In fact, you may even find they'll think the better of you because of the way you handled things.

As for the party, not many 90-year-olds celebrate with a ceilidh for 150 people - and it wasn't easy keeping numbers as low as that. For a start, the family's grown since Mum's last party ten years ago. Nearly all the grandchildren have partners and there are four great-grandchildren - but everyone made it, except for the grandson in Japan. Then she's somehow acquired a lot more friends along the way.

As the organiser of the event, there's only one way to reduce the anxiety quotient: make sure you get the best band and the best caterers. The band - the one we used ten years ago - was as lively, friendly and musical as ever. The caterer, warmly recommended by a friend, produced the most lavish and delicious buffet.

Best of all, my Mum had a great time, with friends and family about her. At 80, she'd danced every dance, at 90, she did sit out a few. Besides she was too busy talking to dance. But it was a night she'll remember for a long time, and that's what we all wanted for her.

As for the next party, in ten years time - well, I'm not sure I'm going to be up to organising that one. I'll be getting on a bit by then.

Published: 04/05/2006