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Another, observation...I get the impression most of these "big" auction houses try to operate on a skeleton crew staff. If customer service goes out the window just because you're in the middle of doing the one thing you're in business to do, you've got issues.
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Sound like most businesses!! It's all about the bottom line. Where I work at, we are so understaffed it's not even funny. My boss has turned away good people looking for a job with phrases like "Are you sure you want to work here"? It also doesn't help that his paycheck is directly associated with the bottom line. Meanwhile, the poor souls left behind are being worked half to death to make up for the missing bodies.