I think they are at the small business "tipping point" after which their are diminishing returns, and even negative returns. When you start a handcrafted/Americana/blah blah business, everyone expects and even finds endearing the personal emails, the missed connections, etc. Its parallel to the clothing - personal, takes time, and so on. After you get bigger - and especially if you're charging hella prices like > $200 for a pair of jeans - people expect you to actually return their clothing, answer in a timely fashion, and so on. One of my biggest recs for these "small" businesses (of which many, like RT, TS, Topo, etc are no longer) is to GET A TELEPHONE NUMBER. It puts everyone at ease, it allows for much quicker clearing up of misunderstandings. If it costs you a little more $ to pay somebody to do this, its worth every penny in what you get back.