Leaving aside motivations of the OP or Frank, here's what seems to be happening:
Likely that many small makers have seen booms in business of a magnitude that their longtime business skill set cannot cope with. They lack the staff even without the challenge of employee attrition, so those complications multiply a situation they already aren't quite capable of dealing with.
That said, the OP's point about communication is valid. Keeping a simple list of orders, date promised, date expected, and last contact made is something which anyone can do and anyone can make time for. If this is not happening with a company, then there's bigger trouble afoot.
Likely that many small makers have seen booms in business of a magnitude that their longtime business skill set cannot cope with. They lack the staff even without the challenge of employee attrition, so those complications multiply a situation they already aren't quite capable of dealing with.
That said, the OP's point about communication is valid. Keeping a simple list of orders, date promised, date expected, and last contact made is something which anyone can do and anyone can make time for. If this is not happening with a company, then there's bigger trouble afoot.