In the past week, on three different occasions, I've filled out forms on websites requesting more information from the company about their services. These forms are on their websites explicitly for potential buyers to complete so that the company can provide a quote or more specific information about their services.

In all three cases, I've received no reply. That is, I've completed forms asking for more information, and the companies have not responded, even though they provide a form asking me for this information!

Now ask me what I think of these companies and the quality of service I can expect from them, should I become a customer.

Here's my simple rule: If you put a form on your website telling potential buyers to complete the form to receive more information, you need to actually respond to those forms! Ideally within 24 hours, but at least within a few days.

These companies have actually damaged their reputation by putting this form online and not responding. They would be better off not having the form at all and just telling me I need to call them to have my questions answered.

So take a look at your website. Do you have forms that are never reviewed or responded to? If you do, either take them down or figure out how you can respond to those forms in a timely manner. There's no sense in actively antagonizing your members and customers.