In reply to DancingOnRock:
And don't bosses go out in to the field?
My skills lay in being out in the field and I pay other people to do the office work.
The down side to this is doing a lot of the management whilst out and about everyday.
It's a great idea setting up a technical support line but mine is a very complex business, 50% of the problems are not with the equipment I work on, they are on the processes that the equipment feeds in to and unless you are out in the field every day working on the stuff and having an overview of every problem you don't have a snowballs chance of diagnosing the problem, I could come off the tools and do the support but if I employed someone to replace me and you factor in tea breaks, lunch break, working hours etc I would need to pay my own wage and 2 more wages and I can't afford that.
With regard to built in redundancy in the customer's system, forget it. Due to massive cutbacks in staffing and maintenance there is little to no redundancy on the sites anymore.
What happens when I go on holiday?, simple I don't. I do a few long weekends and maybe a week each year but my phone is never off, emails and phone calls typically take up a few hours each day on holiday, as I am growing the business it is getting easier to take a bit more time off but it's not at the point YET where I can down tools and go.
Will I burn out, maybe. I have been doing this with this level of pressure for 10 years though and I'm doing fine so far, I thrive on the pressure and its a means to an end.
Things would be far easier now and I would have more of a back seat roll but my Co director came down with parkinsons, we have dealt with that for the last 8 years and I was forced to cover a lot of his work load until he retired last year.
What happens if I smash myself up?
2 years ago the business would have folded, now due to the extra people on board and the training they have I reckon it's a 50/50 chance.
In maybe another 4 or 5 years time things would carry on as normal.
As it stands though as I said way above here unless there is a total ban on hands free to force customers to adapt I and my competitors can't afford the lack of communication whilst traveling, if I stop my competition won't and I will go out of business.