I understand your company is small, but you're missing the point I'm trying to make here. If you have a person answering the phone on behalf of your company ( the secretary he spoke of in his post ) , then that person should should not onlybe equipped with the knowledge to answer a customers questions, but she should also honor promises that are made ( such as a call back ) . When she failed to do this ( honor a made promise )she left your company with a black eye and if I were in the original posters shoes, I'd havebeen upset as well. I'd guess that being in business for yourself you've heard this phrase before... ' the customer is always right '. My suggestion to you is to take a long, hardlook at who is answering the phones while you're away.