As a small business owner depending on incoming calls requesting quotes, I try to set aside at least an hour every day in season to return that days calls. If I don't get them I at least leave a message and try again that evening.
Funny thing... I'm always told I got the business because I was the only one that returned their call!
I don't have "walk in traffic" and no storefront, but unless these guys are just booked with an unreal amount of business, running at full capacity and making tons of $$$, I can't imaging not returing calls to potential customers within a day or two.
Possibly a part time guy on a quote desk would move this company to a new level of revenue and customer satisfaction, especially if he worked on commission.
My 2 cents.
Ron Eisner
Deck Rescue Franchisee