I will Agree with these guy's customer relations is very important .
I to have a small business and i try to keep in contact with my customers and do all i can to make sure they are happy to the point some time it cost me money .
But in the long run i think it pays off because if the customer See's that you care about them they will return to you for there needs .
I wish you luck in getting things straightened out in your company
i know how hard it is but just remember with out the customer you have no company .