In my job, and as my own boss, and being in the repair field, I often get multiple calls a day from customers. Typically, what I do art the end of the day, is to look back over my calls, and add up the time I spent on the phone, and subtract it from my time for the customer I was working for.
I will always do this for my smaller customers. However, for the bigger one, and/or the ones who are more than likely to call me multiple times a day when I am working for someone else, I just let it ride...unless the time spent is extremely excessive.
In a situation like the one mentioned, I'd have done exactly what the guy mentioned did. Either the workers turned off their phones, or they gto paid for the time they actually worked, and then got sent on their happy way.
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