Competing on Service: Eleven Ways to Beat the Competition by "Hugging" Your Customers

Today's small business owners must understand that their business is not about 'me'; it's about 'them': your employees and customers. Making cuts to employee perks or customer service perks is not a long-term plan for survival. You might not always be able to slash your prices lower than those of your competitors, but you can make the experience of doing business with you superior to all others. Never be afraid to take your customer service up a notch!