A common problem for contractors is the same "get it done" person who works hard to drive things through the business, may not be the right person to answer the phone and qualify customers.
Question: My bookkeeper answers the phone and helps set up estimating appointments. At times, she can be abrupt with customers and I am concerned she is not doing a good job of qualifying and helping people. What can I do to help fix this? She is really valuable and good at running the office.