I think VB is a very lean operation, Chris probably does most / all of the customer facing interactions, and i doubt they have a proper CRM software / system in place. Who knows how they handle "tickets / orders". So if it's just him & tools from 20 years ago (excel, paper, a notebook, who knows) there's nothing automated, and unless you ask, you dont get a step by step follow up of your order.
Being disorganized like this may also help them tax wise, who knows. The more structured you are, the easier it is for any kind of audit to take place. If you throw your arms up in the air and say "whaaaat, are you crazy, do you know how much work that would be to gather all this information?", it's harder to audit
Either way, stuff works with them, it just takes a bit more involvement from all sides.