UPDATE: Good news. I wrote a blog-post the other day about how to "Lose a Few Thousands Bucks Online" (posted on my site and a few others) that chronicled the age-old ignore the customer request, lose the deal scenario. The results are in.. here's what happened...
1) Hung out with buddy that wanted a car
2) He complained about getting ignored by local dealers after requesting information via their websites (luxury brand)
3) He asked me to "help him."
4) I called a local dealer (my buddies)
5) We sold him a car (4k gross)
6) He Tweeted about his "new ride."
7) Two people that "follow him" on Twitter have called the same salesperson for a "like deal."
So... we can decide to like or dislike the technology but we cannot decide if our customers do. People are doing this, it's just the way it is. Some things are out of our control and trying to force people to communicate in ways that they do not decide is bad - super bad.
Like Ralph mentioned earlier....RELATIONSHIPS = GROSS!
