In my last article ("A Business Model For Contractors," Sept. 27), I alluded to a situation that occurs occasionally by setting up a hypothetical case. For illustration's sake, let's say that Frank is the lead technician with your company. He has been with the company for nine years. He is dependable, honorable, technically sound, and has the highest average ticket among the staff of five technicians.

In the course of the day, you are confident that Frank can diagnose and fix anything, and in doing so he almost never generates a lead for the sales staff. In fact, there is bitterness between Frank and the two salespeople, Jim and Barbara.