What is your commitment to customer service? First, you need to decide what your values are. Small businesses don't necessarily need to create a grand mission statement but they can choose a vision statement. Ask what the value add of your service or product is and then write it down. Formalize your customer service process,
What is the focus of your social media strategy? You can use social media to help your accomplish several business objectives. But the best social media strategies are those that focus on a more narrow objective (at least in the beginning). What do you want to use social media for? Awareness? Sales? Loyalty? Customer Retention?