IMO, we are a business... and it's our responsibility to ensure our front doors are accessable. There's a huge liability if someone slips or hurts themselves on my property. So, I make sure everything is shovelled and salted before the first client arrives. My kids are SK and older so I can leave them to eat breakfast for a few min while I make it safe outside, but most of the time my husband does it before he leaves for work.

I don't think I would want to address this with someone in person either, maybe the email wasn't supposed to sound nasty. Maybe it was a "just so you know.... " but it came accross nastier then expected.

If I were you I would just appologize when you see her next and thank her for voiceing her concern. "I recieved your email, I'm so sorry you had trouble in the snow, I appreciate the feedback" SMILE!