Quality process isn't quality service

It's not one or the other; you need both -- even in a small business.

Quality service is very important to success in business. But often, quality service is associated with how you react when a customer has a complaint or other problem.

Quality process is installed in the systems you employ to execute your business plan in order to eliminate mistakes and the associated problems and complaints.

It's true that a customer is likely to be happy with you when you handle a complaint with quality service. But they're more pleased when they don't have to complain in the first place.