Yes, you're exactly right.
A positive attitude, marketability, fair pricing, and communication are what we have that the others don't have (ie: the larger companies who's workers often don't seem to want to talk
Also: email billing and email communication - ALL of my customers are billed by email. They love it (and so do I come billing time).
Also: Whenever they need something done, they email me and I put it on the schedule.
I can easily upsell with all my customers on email. If "pinestraw" pops into my head one day, I just email the customer, present the cost and the vision of how this will benefit them, and bam.
Anyway, I don't know it all - what can I do to my site to increase traffic and appeal? Does it load quick enough? Any tips?