I'm with Jason.  COMMUNICATION.  As a vendor manager, I make it a point to NOT disturb abstractors unless necessary (see my earlier post with subject line "phone calls"), BUT I had better be able to get a hold of someone when I need to.  Having DAYS lag time between a simple request for an ETA or an additional document and the response is totally and completely unacceptable and that's when I drop an abstractor.  GET A SMART PHONE AND PAY ATTENTION.  Not that they would likely notice my email!  Those people don't keep track of who their good, paying customers are most of the time anyway.

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