TL;DR No. Caring about your customer isn't killing your business. Actions Steps are: 1. Stay Focused 2. use online tools like live chat and a CRM 3. Create an internal and external FAQ thing.

The "Actually" in the title should have been enough of a red of flag to not click. I did anyway. The article is long. 3x longer than needed I think and wasting people's time will drive them away. Article also includes a recommendation to read some Gary Vaynerchuk book. That says all you need I think, but your mileage may actually vary.