From customer service to sales reps to the HR department – no response is the NEW response. It's the simplest thing to do that will make you stand out above your competition, but sadly it's the thing that doesn't happen consistently.
If you want to get the attention of a prospect – respond. If you want to gain the respect of your team members – respond. If you want to be noticed – respond. Your competitor's aren't responding and are paying the price.
"Respond. This is the single biggest advantage you have over the big guys. Not only are you in charge, you also answer the phone and read your email and man the desk and set the prices. So, don't pretend you have a policy. Just be human." – Seth Godin