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Small, busy businesses struggle with all kinds of things Ed.
Having experiences this, I agree, the email thing I find hard to agree, partly because it is the only form of communication with customers for me which contributed greatly.
I also learnt that my shop is one of the very few shop in the company that actively use emails a lots, right down to writing a full report of what kind of work have been done to customer's bike.
edscoble
Small, busy businesses struggle with all kinds of things Ed - honestly I'd expect most people to just go to the shop and say hello. It's not like they are out in the sticks or anything.
Pretty much every shop I've used - with the exception of one boutique place, and I struck up a relationship with them first by phone - has been uniformly uncommunicative by email.