Nine rules for providing reliably stellar services to clients, both new and old, are detailed in this guide written for small business owners. Rules include providing high standards of service, providing customers with information, being open and honest, offering choices, consulting with customers, being courteous and helpful, making things right for customers, and providing value for money. Anecdotal advice tackles difficult customer service issues. Designed to help small businesses unravel the mysteries of the service transaction, this book ensures that customers are happy with service and not just the skills and products being sold.