I have owned and run a successful classic car repair and restoration business for ~ 25 years and am about ready to hang it up.
I am done with employees PERIOD!!! Everyone of them that was here longer than a year cost me financially and some emotionally.
I had the silly idea that if you paid them well, provided a comfortable work environment, took care of their needs (tires, down payments and other things), and offer a secure future that they would respect you and reciprocate.
Noting could be further from the truth. I have scars on my back that will never go away. One was a close blood relative that I employed for 15 or so years and probably got me for close to 100K. Another employee about the same.
The current generation feels they are entitled and you should be grateful if they even show up semi regularly
So:
Rule #1. With customers, Do everything in writing and be fairly explicit. Emails are great and admissible if needed. A pocket recorder is also great for reminding them what they authorized / asked for/committed to.
Rule #2. Do not treat your employees as family or friends.
Rule #3.Their problems are not yours. (employees or customers)
Rule #4. If a customer whines about the estimate, politely show them the door as they will whine A LOT LOUDER on the way out.
Rule #5. Try to screen the customers by talking with them a bit before committing. There are some slick willies out there that once you touch anything, they will then try to make you responsible for everything they can.
Rule #6. If they are in a hurry, again, politely show them the door
Rule #7. Make sure to take time for your wife, family and self.