As a small-business owner, this means you’ll almost always be working against the grain when it comes to building a positive reputation for your company’s customer service.

Even if you provide “good enough” customer service to a vast majority of your customers, those who are left disappointed by their experiences with your company are more likely to remember them – and to report these poor experiences to others.

In other words: “good enough” won’t cut it.

Your customer service needs to be excellent if you want to have any chance of sticking out in your customer’s memory in a positive way.

Excellent customer service is providing the positive experience your customers didn’t even realize they were seeking until you gave it to them.

You can do plenty through email to provide great customer service: Ask for your customer's feedback regularly, see if there's anything you can do to improve their experience and respond to their requests within 24 hours.

You can see more examples from some of the world's top companies on how they handle customer service here: http://www.fieldboom.com/blog/customer-service-examples/.