Joe Calloway's 10 steps to keeping customers loyal is worth printing out and reading once a week.
I especially liked his point about letting customers know what was done "above and beyond." There are times when we've done work at no charge and have not mentioned it to customers. It shouldn't be brought up in an obnoxious, look-how-much-we've-sacrificed sort of way but it should be noted.
[HT: Cultural Offering]