In light of the fact that you never get a second chance to make a first impression on your customer, there are two places where the entrepreneur needs to place special emphasis: the front office or storefront if you are a bricks and mortar business and the website especially if you are a web based business.
Whenever I got involved with a new company, I always paid attention to how I was treated at the reception desk or store front before they realized who I was. I have noticed how executives use a side door to their business, have their own parking spot which is far removed from the customer experience and never do on a daily basis those things that are a part and parcel of the customer experience.
We tend to treat our web sites the same way, seeing them from our jaundiced viewpoint and not from that of a customer who is looking to acquire our products and services.
Call your office and pretend to be a customer to see how your customers are treated. You might be surprised. When you visit your website, pretend that you are a customer, you might be surprised.