If you are in Canada, it means that 100% of your knowledge of the current goings-on of the cases must be relayed to you by John, Karen or others (from China) anyway. Why would they want to add that additional line of communication to their work?
Just curious, why the different last name if you two are brothers?
Whether an inquiry comes from a customer or from myself the question must be answered. My job is to filter the inquiries and distill it into the essential items that must be addressed.
For example when an order is received there are 18 questions about the case specifications that must be answered. Inside those 18 questions are many choices. Then there are often special requests that lie outside the basic specs. My job is to get all that down and present it to Karen. John is kept out of it unless we really need him.
For questions that I can't answer Karen or John can step in at any time to field those.
I can't walk into the shop and touch your case. But I can relieve the pressure on John and Karen to a degree and grease the process somewhat. Mr. Malott at IndyQ Shop also performs the same function and he is better at it than I am.
Regarding my personal information do you really need to know? If this is critical information in the service of ordering a cue case then I will be happy to tell you in private. Just send me a PM with your name and phone number and we can have a conversation.