Another client service related post I've been saving for awhile is also from July by Rohit Bhargava titled: 37signals and Freshbooks Disagree On Customer Service 2.0.
I really enjoyed this post and hope you take the time to read through it and think about it as well - both from the perspective of a business owner and a customer/client. Rohit notes two persuasive, but conflicting opinions on the effectiveness and efficiency of e-mail versus phone when it comes to responding to customers. Have a read and let me offer the question Rohit asked in his original post:
"So here's an open question - which side of the debate do you fall on? In order to grow and be successful, can you really afford to take calls and have a human on the other side of the phone as Freshbooks does, or do you need to be hyper focused on efficiency like 37signals?"