If you are busy during busy season it's usually a good thing because it's usually a productive busy. If you are constantly busy despite the season, then it's probably a sign that you need be better organized and look to better your system if it's not a matter of organization or a better system then you may need more staff. I remember Lee Iacocca saying something to the effect of; If you can't get your work done by five, you're doing something wrong. Running with a lower staff than the need dictates is counter productive, it increases turnover and burnout and ends up costing more in the long run. Along the same lines. I hate face time. I'd rather get out of the office and contemplate priorities or plan strategy then sit and "make work".