I recently had the CEO of one of the largest private businesses in the US (he sat right seat in the cockpit) and part of our talk was the number one problem with growing a businesses is finding people who could execute. Operations people.
No matter how small the company is, at a certain point you either have to be an Operations Guy or get someone in there who is. The biggest mistake is when your business starts to grow you are too timid or too cheap to bring in outside people whom you can delegate to. This is Downforce's problem!
"Busy for SEMA" is an excuse. I'm sure they are. In that case bring in someone part time at min wage solely to return emails and calls, even if it's to explain to people what is going on and that they will get back to them as soon as they can. THERE IS NO EXCUSE (including "busy for SEMA") TO JUSTIFY NOT RETURNING CALLS OR EMAILS FOR WEEKS AT A TIME.
I did a trade with another PRIME member who dropped off his DF Type R wing at DF for them to ship. After two weeks, numerous emails, phone calls, PMs, etc from both me and the other PRIME member some one from DF returned my call to let me know they were "busy for SEMA" and they were out of boxes to ship. WTF? How can you run a business and run out of boxes? Three weeks and I finally get the tracking # on Tue. The other PRIME member has been great communicating with me and very apologetic..... but it's DF that needs to be apologetic and either get their sh*t together or bring in some help.
My $0.02