trinorthlighting - 10:39 pm on Jan 20, 2009 (gmt 0)

That is the key to good business, returning relevant telephone calls. I guess we are one of the 35% and that is why we are successful because we return almost 100% of our calls. As far as email contacts, they are only as good so far. If a person is out sick, goes out on vacation, etc.. a company has to stay on top of that and send "out of the office" replies and a back up contact information. Many businesses overlook that. If you have a contact who is working and not responding, that can fall under the bad decision making process of hiring people. When I come across that from my own vendors (Established), I typically call their boss and let them know and at least give the company a chance to fix itself. If it is a new vendor and I am shopping around, I will keep shopping. If it is one of my own employees, they get one fair warning, after that it is a trip to the unemployment line and I hire someone else who is more than willing to return calls. A first impression is a lasting impression for any business.

By the way, this is a great thread!