Our office manager will be your main contact, not me. How does that work?

In most of the businesses we work with, the office manager is the person who actually deals with us. Often that is the owner's spouse. They open tickets, approve routine work, and get direct answers without relaying everything through the owner, which is the whole point of handing it off.

You set the boundary. The usual arrangement is that the office manager approves anything routine, and anything above an agreed dollar amount comes to the owner. We follow whatever you tell us, and we will not quietly route around your office manager to get a faster yes.

We also do not steamroll how they work. If someone's process is unusual but functioning, it stays unless there is a security or reliability reason to change it, and then we explain the reason to them rather than over their head.