As a media Company we constantly chase interesting stories and great images and 99.9% of the time Companies love it because we reach millions of consumers via our SmartHouse operation, as well as thousands of builders, architects and project managers every day via our trade web site ChannelNews.

So when we discovered that Melbourne-based Company Sussex Taps were the distributor of an outdoor tap called Monsoon, that not only looked good but fitted in with a feature we are looking at on water conservation and tap design, we contacted them.

This was our first big mistake. Firstly they have a receptionist, who without even asking me what my inquiry was about, said "We are not interested". My question to her was, "who is your marketing or PR manager, please." When I pointed out that she had not even asked what my inquiry was about she hung up.

When I phoned back I was finally put through to a person who I later identified as the Company Secretary.

When I asked her why the Company had a poor communication policy she said "We get calls all the time 10 or 15 a day asking for information on people and products. We are a small Company and have not got the time to give this information out."

What was even worse is that she did not want to divulge the name of their sales and marketing manager she told me than if I wanted images to get it from their web site. When I said that they had to be high res for publication in a magazine, she said "The ones on the web site are high res".

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