Even though you had to go bug the guy, it can still be a time saver for the guy to answer your question vs answering the 3 others that the customer thinks up while he's on the phone with the guy.
I know this because in my business I am "the guy" that everyone goes to and it usually takes less of my time to answer a questions via a technician or receptionist than if I get on the phone directly with the owner of the pet. Often I can answer the questions while doing something else, I don't have to stop what I'm doing, wash my hands, go to the phone, introduce myself, have them explain everything all over again, yada, yada. It obviously won't work for every question, but it works for a lot of questions.
It sounds like Jeff needs a shop manager who's primary job is answering the phone, taking orders (they will often be more realistic with time estimates than an owner once they have a little experience), keep orders IN order so the owner is less likely to jump some orders ahead while neglecting others, shipping, and whatever else the owner needs them to do.
Finding the right person to do all this can be a challenge, but once you have them, things go so much smoother that they will pay for themselves with increased business. You then hire more shop help to make more parts, therefore more money, etc. This is how businesses grow.
Jeff, your business will stagnate and then slowly die if you do not learn how to hire the right people and delegate some of your load. We, as customers and members of the freedride community at large, need your expertize designing, testing and building, not answering phones. Hire someone, please, so we can at least have fewer of these threads.
JMHO, (and I've seen a LOT of clinics that succeed or fail, not based on the doctor's qualifications, but on their business management skills),
Sharon
opcorn:
