I own a repair shop and things can get crazy. I learned two things long ago.
1. The customer in front of you has priority over the one calling on the phone.
2. Do not put people on hold. Politely ask for a number and tell them you will call them right back.
I have never had a customer get upset on either side of the fence. I will answer my phone when it rings, and before the caller launches into a huge explanation of his problem, I will pause him, ask for a number and call him back promptly.
I feel that frees the caller up from the agony of sitting on hold. It also shows the guy I"m dealing with in person that he has my attention. There is no tension, knowing someone is on hold with the light flashing at us. When I call the other person back, they seem happy I didn"t stick them on hold or try to have two conversations at once.
As far as texts or cell phone calls, absolutely none of that. I will reach down and hit the button to silence my phone.
I have had a couple younger guys work for me that seem to get 1000 texts per day. If it is an issue, their phones stay in their vehicle. They can check them on a break.
Another huge pet peeve of mine is working while talking on the phone with the phone wedged between your brain and your shoulder. My guys know if I catch them doing that I will reach over and unplug the cordless base, ending the call. They know if its important to go in the office, make the call and then go back to work.
My wife even knows that when I answer and ask to call her right back, that means Im with a customer.
Now, stopping in the middle of a busy morning to check on YT and reply to a post, totally acceptible...BW
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Today's Featured Article - Gatherin of the Orange - by Rick Nikolich. In July of 1998 I was talking to fellow Allis Chalmers collector Mike Schilling about the annual "Gathering of The Orange" AC show coming up in August of 1999. He got this wild idea that we should get a convoy of AC tractors and drive them from Charlotte, Michigan 105 miles to LaGrange, Indiana.
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