I am having a debate with my brother about my philosophy regarding customer phone contact. We are a middle sized company in my opinion, with +/- 25 workers, and full time office staff. Sometimes customers call to get in contact with a person for an update, or other information. If they can't get through to our contracting division, they might even call the front counter at our nursery/rewholesale yard. I believe that it is inffecient for an owner to answer the phone once your company gets to be a certain size, or handle a certain volume of work. This post would not necessarily apply to those businesses who are solo or small operators. I also think that direct cell phone contact by customers to those folks performing the job is inefficient because it interrupts the staff from doing a timely job. Many times customers are trying to bump themselves higher up the list; i.e. the squeaky wheel gets the grease. Ideally, I want office staff to act like a gatekeeper to find out what the caller wants, and then get the answer to their inquiry without allowing the customer to interrupt the technician or foreman. The bottom line is that I think it is better to have a responsible person return calls in a timely fashion than to have that same responsible person interrupted and blindsided with questions all day long. If you have a larger company do you always answer your own phone? If you do, are you also the one performing the work? Do you give most customers your cell phone# or the cell phone # of a foreman? I would like to see what kind of feedback this thread receives. There may not be a right or wrong, but the discussion would be helpful. Thanks.