David Fermani said:Not if your established and have repeat customers. Waiting a few hours for a return call isn't that big of a deal unless you cater to a bunch of price shoppers.
The thing I hate (from a customer standpoint) is when I'm paying someone to do work for me and they are on the phone when they should be devoting 100% attention to my business. It can be disrespectful at times. I also hate when I'm talking with someone about business and they answer the phone. :nono
I do get a lot of price shoppers. If I talk to them, I can normally sell them on my more expensive service rates. If it goes to VM, then they call someone else and book with them. This is very typical of people who find me on google local. I do not answer the phone when I'm talking to someone else in person, nor do I answer it when I'm working by the hour. When I'm working flat rate, then the customer should not care if I spend extra time.