“The way to gain a good reputation, is to endeavor to be what you desire to appear.” – Socrates
“Do what you do so well that they will want to see it again and bring their friends.” – Walt Disney
Whether you want it or not, it is always about customer service. It does not matter if you are a big company, a solopreneur or an employee. You owe your clients (meaning those who pay you in exchange for your services or products) the right to expect the best and most professional attitude from you at all times.
No computer screen will save your reputation if you can neither meet deadlines nor treat someone with the respect they deserve. Customers never forget unhappy experiences. And Facebook and Twitter are there to prove it.
In this day and age, no small mistake goes unnoticed. Unless you are ready to say your mea culpa, social media will make you pay the price before you have time to catch your breath.
So, yes, it is always about customer service.