Many small business owners will tell you that much of their business comes from word of mouth.
Referrals are very valuable to the small business owner.
Naturally a current or previous client will only recommend you if they feel that you have done or do a good job for them, they were treated fairly and with respect. Customer service plays a most valuable role in whether a client decides to continue to use your services. Lets face it, there are probably many other companies providing the same services or products that you do. If a customer is not satisfied the first time, he or she will most likely not patronize your business a second time. I've listed some useful links that may be of additional assistance in providing techniques for your customer service plan.