Not only are you in charge, you also answer the phone and read your email and man the desk and set the prices.
So, don't pretend you have a policy. Just be human.
Have a click through and read the whole article. I totally agree ( and have been saying the same thing to my small biz seminar participants for awhile)
Personality is a differentiator.
http://sethgodin.typepad.com/seths_blog/2009/08/lessons-from-very-tiny-businesses.html
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