Excuses

Have you in your business ever had someone tell you they haven't returned your call or completed a job because they have been so busy? I can't stand this. Or have you been avoided because someone is late on their payment? These are practices of poor small businesses, they are embarrassed or afraid to contact their client and end up leaving them in a tough situation.
Recently, an issue came up where a customer was unhappy with a job we completed 5 years ago, in our line of work we warranty our installation, so we received a call. My boss promptly responded to the client and went to asses the situation. As it turns out there were some issues, which we were glad to address, but also they had some additions they wanted US to make. If my boss would have not addressed the client our reputation as a great small business would have been spoiled and we would have missed out on some potential work.
A great small business is one that stands out among the crowd. They go the extra mile even if the lead doesn't generate income, or the situation is unpleasant irembatrassing. Why does this matter, because a small business booms or suffers not on it's prices, expertise, or look, but on it's service to those it serves. The golden rule still stands: treat others how you want to be treated.