The problem is that smaller shops will allow calls to go to voicemail instead of answering them. Voicemail is not a good substitute for a real, live person. Customers and potential customers are an impatient lot and many will not wait for the return call or they’re skeptical and don’t believe the message about calling back soon. They’ll just go to one of your competitors. So if you absolutely can’t answer all your calls, sign up with a call-answering service; it’s bound to be cheaper than losing customers.