JMOR, you're on the right track. Farm equipment parts counter is not the same as auto parts counter, at least in the 15+ years I did it. We had relationships with our customers that were built up over several years, and we knew what side our bread was buttered on. The Big Operator spent a lot of money with us, and the Little Guy was scrambling to put food on the table. They're both important, and we never forgot that.
It just really never seemed to be a problem, juggling the phone and walk-ins- you kept everything moving forward as best you could. The same people standing in line at the counter would be the ones on the phone next time, and they knew it.
The times it happened that we had people waiting in line at the counter and the phone rang, we'd pick it up, listen to what the caller needed, and say something like, "okay, let me check that for you. We've got 'em pretty stacked up at the counter right now, but if you can hang on, we'll get you fixed up 'quick as we can" That was said loud enough for the waiters to hear, so they knew you hadn't forgotten them. If the caller didn't seem to understand that and got impatient then we'd offer to call them back. If that wasn't satisfactory then, well, things just seemed to find a way to get even slower for them, and the same for the people waiting. If people choose to be dissatisfied, there's not much you can do about that- may as well keep the happy ones happy.
Auto parts store, I'm sure, is/was different- a few regulars, but mostly people there because they think they're saving a coupla bucks, you don't know them from Adam, and it's a company store with a company policy...
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Today's Featured Article - The River Tractor - by Charlie English Jr.. This is a 4010 John Deere that was used to farm on the Diamond Island which is in the Ohio River about 15 miles southwest of Evansville, Indiana. About ten years ago, this tractor was parked close to the bank as the river was washing the bank of the island away.
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