Mainly because we’re not a retail shop – and because most projects need a little time and space for us to chat through, look at your pictures and plans and so on. We’re all specialists in different areas, too, so an appointment system means we can make sure that the right person is about.
It’s not as if we’re floating a radical new idea either, the appointment principle seems to work well for doctors, lawyers, hairdressers and restaurants and others! We were headed that way anyway. Covid just accelerated our doing it, and it’s turned out to work really well.