Has the voice of the customer disappeared? I am beginning to think that it has. Recently I sought contractors to fix my hail-damaged roof. When I presented a quote to my insurance company, they questioned why I chose the contractor. My sad reply – they were the only one that returned my phone call! For days I left messages with every contractor whose sign was in my neighborhood. None of them answered my phone calls, and to date (more than a month later) only one of the twenty or so calls I placed was returned. The one who answered may or may not be the most expensive or of the highest quality, but they were the only one who was responsive. He who answers the phone gets the business.