UX has put together a very good primer on the basics of operating in the web business. I don't agree with all of it, but it's a worthy read (despite being 6 pages long). From the artcle, Your Business BrickYard:

Now, I love the web, web design and using technology to do things better. To me, there is nothing better than a breakthrough idea. But, answering phones really well, calling people back when you say you will, responding to emails promptly and actively listening to exactly what your customers really want, has to always come first.

And, later on:

Prove it to yourself. Take a look inside what you currently do every day and write down a list of ways you could do each of them with far greater efficiency than anyone else. What would it take so that when you described the process, someone said "amazing"? Better still, what could you do so that process/service excited your staff and delighted your clients? Put 1 or 2 of those into an action plan each quarter and see how innovative your company becomes in only 12 months.

Not bad, especially for a web design resource.