, but people are complaining/being more vocal NOW, and that's the important part, not what happened in the past.

This. You could have done 100 commissions in the past 2 years but if your 4 most recent commissioners start complaining then clearly there's a problem with how you're currently working. Everyone's standards can slip for many reasons; stress, losing passion for it, even over confidence ("oh I'm popular anyway so I can get away with it"). Great that you've got 96 happy customers but those 4 unhappy customers can easily ruin your reputation if they aren't satisfied.