My irrelevant considerations on this subject.
There is a small (2-3 man company as I understand it) who are trying to build products to order.
they produce good quality output - I have not see any negative comments regards delivered product.
As reputation precedes them, they are receiving more and more orders.
in the past 12+ months there has been impact on supply if materials.
My view is that , basically, the company is in the position of completing orders, or, spending all their time responding to demands for updates - which extends production time lines.
I also agree that the business should consider additional personnel to respond to queries.
However, as material costs rise, their budget for addition staff reduces significantly.
Would it be reasonable in this day and age that those with orders, who are based locally, can provide customer support FOC?