We, and many other bike industry people and companies, are often described as "passionate." This applies to a bunch of other "do what you love" kind of industries, too. There's danger in this descriptor.
Last night I rode with a friend I hadn't seen in a while, and he asked if I'd gotten a new bike. I was riding my old cross bike, and told him so. My regular road bike, I explained, was saddled with a 5 year old group set that had seen too many miles and too little maintenance. The rear brake caliper piston was stuck and the brakes needed to be bled (again - circa 2015 Force hydro brakes are not the ultimate incarnation of the art), and it the bike would be sidelined until I found time to deal with it. "But you're a mechanic!" said he. "Well, to be precise I'm a wheel builder, and beyond that, when you get done with Navy Intelligence-ing at the end of the day, how much Navy Intelligence-ing do you want to do when you get home?" "Touché," says he.
As this article in The Economist points out, jobs can't ask for 100% of you. There is a need to compartmentalize, and save some of "you" for yourself. We touch the flame of too close to that very often. Nearly continuously, I'd say. Where do we stop and the company start, and vice versa? It's a drag, to be sure. There's the whatever-you-want-to-call-it-I-guess-ethical "I want this to be as good as it can possibly be for everyone who's chosen to spend money with us," and its cousin "I don't want people to wait" and the whole extended family. Then there's the pragmatic "one bad comment or bad experience can harpoon a whole ton of goodwill" piece.
We're bad at saying no. Just yesterday I ok'd a no cost, way too late to come without a cost to us, switch in hub color. This is the second time this month. We should charge for that if we were sane, as there are monetary and time and pain in the a$$ costs to us, but for whatever reason "passion" makes me make the wrong decision.
Though we appreciate the sentiment behind people describing us and the work we do as "passionate," we're here to tell you it's a fine line and we can't necessarily take it as the compliment it's meant as. This business will drive you insane.