What is the customer care process? When you have a business you need to place the customer ahead of all other tasks. Without them you would not have a business. Small business owners know this instinctually however; larger business owners seem to lose sight of their value because they are coming in such abundance. When caring for customers think about a guest whom you care for. That person is staying at your home for the evening. You treat them as royalty, bending over backwards to serve them. This is the essence of customer care.