There are only 2 (3 if you count Joan) in the shop. Lamont is the owner, mechanic, tinkerer, builder, inventor, etc and Jacob is the shop manager and assistant (and usually the one behind the camera on all the awesome how-to videos...except the mirror fix one was Joan, I think). Sometimes, I call for a couple of days before I get an answer. I don't mind cuz I know that means either 1) they're on the phone helping another clueless customer like me or 2) they're in the shop either working on someones bike or inventing a new product. If you're not in a hurry, send them an email. If it's urgent, keep calling. You'll reach them eventually.