They never called back. I’ve only lived in Western New York for about the last 20 years or so. One novelty that seems unique to this area, or maybe that it is something I’ve never noticed elsewhere, is that a lot of businesses just don’t call you back.

I admit I am more than a little obstinate in my thinking that if I am going to spend money doing business I should not have to chase that business down to do it. In talking with many others, I find that I am not alone in this quandary.

One of my first experiences along this line was when we purchased our first home here. I wanted to improve the yard and needed some topsoil. I called a number listed in an advertisement in the OBSERVER. The man who answered told me his topsoil pile was too wet and he would call me back when it dried out. It must be really wet because that was 1995 and he still has not called back. Of course I haven’t waited. I called someone else within a few weeks and got three loads of top soil from them, instead.

Building our current home was a huge exercise in frustration. We contacted a number of contractors who just did not return our calls. We solicited bids from no fewer than five plumbing and heating contractors to have a boiler installed. This was an expensive project. Exactly one firm returned our call and gave us an estimate. One. They got the contract and did an outstanding job.

I wanted a water softener system installed. I called a company and explained the issues I was having with our water and that I would like to consult with them about their system. The cheerful lady who answered the phone told me that the salesman was with another customer and he would call me right back. Right. That was eight years ago and I still have not heard from him. Our system was eventually installed by a company out of Erie, Pa. The customer the first salesman is with must be one tough sell. Persevere.

We waited a few years in our new home before we had our driveway blacktopped. We wanted to make sure the gravel and fill had settled first. Out of five companies asked for estimates, only two responded. Small job, not worth the hassle? Hardly. Our driveway is over a hundred yards long and about 10 feet wide. Three contractors did not even respond to say, “We are not able or interested.”

When my workshop went up and we needed the concrete foundation laid we asked three different companies for estimates. Like pulling a chicken’s teeth, we got one estimate. I even broke my own rule and called one company back on two occasions practically begging them for a price because their reputation was so good. Nada.

“I’ll call you right back, I’m with another customer” was what the man said when I called to inquire about a wood pellet furnace for my shop. Five years later, and still no return phone call. I bought one from another store and the folks there are really nice. THEY returned my call.

This past fall we decided to put a natural gas furnace in that shop and take advantage of the lower natural gas prices. We needed a larger meter to accommodate the new furnace. I called the gas company numerous times before one angelic operator told me that I was not the only one having trouble getting the company to return calls. She vowed to get this settled. And she did. The estimator finally arrived. Thank you to her.

I was amazed that six different companies responded to our inquiry about furnace estimates – and gave us estimates. I told one estimator while he was here the frustration of local companies not getting back to us. I was not amazed that same local company did not respond even after we went to their office after three weeks to inquire as to why they did not give us an estimate. “Estimates take time” we were told. Well, you take your time. I phoned the contractor out of Hamburg who had given us the best price and told them I had decided on them to do the work – THEY NEVER CALLED US BACK. Even after telling them they had the job. Baffling that they would come here to do an estimate, but not to do a paying job. We finally did get the furnace installed by a very competent individual.

There are many more instances. All who promise to call back and do not, nor ever show up as promised to give an estimate. Thousands of dollars of revenue lost for them.

This isn’t meant to be an indictment of all businesses here. We’ve had extraordinary dealings with some that warranted us calling on them for more purchases and services. You always wonder, though, what makes some independent businesses feel so independent that they don’t need to respond to perspective consumers?

I understand the other side of this story, too. Owning a small business myself I’ve had my share of “Bebacks.” Folks who want a project done and after you do all the estimating and give them a price, you never hear from again. “I’ll Beback.”

However, in my opinion this is simply part of doing business. Sometimes people just cannot afford everything they think they want. Once presented with an actual price they may re-think their priorities. That is OK. As a businessman and builder I know what my product is worth, the time and materials involved. All you have to do is say, “Thanks, but I can’t.” I get it.

So if you own a business and would like new customers or to keep the ones you have, return those calls.

Even if you decline the job your answer is expected. If you are the consumer, have the courtesy to tell a business that their price is too high or whatever other reason you have for not going with them; they might want that information. Just call back.

Randy Good is a Forestville resident.