From a colleague of mine:
I've noticed that many of our vendors have an old-fashioned way of doing business: They seem to think that calling or coming by (in response to an e-mail) is the way to show me that they value me as a client, when I would like to see that they respect my time enough to efficiently provide me with the information that I've requested via the same medium by which I requested it.
For example, if I e-mail one of our reps about pricing for a new module, she replies by calling me back (which I don't answer) and asking me to call her back for the information. (I've taken to emailing her back and asking her again for the information.) Plus, when I talk to her on the phone, she always wants to upsell me.
I can't be the only person who finds this behavior strange and annoying.
She's not alone. I totally agree with this.
Like her, I rely heavily on email because it makes my job a lot more efficient. I can send and read information at a time when it's convenient for me, and so can the person I'm emailing. It means I get info in a more streamlined fashion, without small talk. It eliminates phone tag. Good god, I love it.
I assume some vendors often prefer to return email queries by phone because they think it will help them to build the relationship more than email will. But in the process, they're actually damaging the relationship with people like me and my coworker, who become progressively more irritated by their refusal to use the medium we're clearly trying to operate in.
Have you been guilty of this behavior yourself? Tell us your side.