In the UK all of my local garages miss calls. If you go down there it is easy to see why, they are booked solid and have people turning up out-of- the-blue with emergency work. There is no use for an agent. If you want to get your car fixed you have to work around them.

In the article the person claims their brother misses a lot of calls because they are too busy to take them. If they are too busy to take calls, how are they going to fit more work in?

Then there is the luxury element, luxury services answer with humans. The end.