Ohh Boy, Josh was taking a beating on this thread.
I've deal with him and talked with him multiple times on the phone. Josh is a good guy, he just gets too much going on at times.
Prompt response and customer service is a big part of business, and he misses that part of it when he loses focus.
He just need to hire an Admin to answer calls / reply to emails and make sure folks are happy out there.
Even if a shipment is going to be late, its nice to get a reply.
This person can then whip him into shape and make his business even stronger.
Needs to wear Safety Glasses too, when he's working in his shop with cameras rolling..... But hey, I'm not the Insurance company adjusting his rates.