Due to the uncertainty during the pandemic and beyond, service organizations’ skills and competencies related to adapting their service operations to the restricted customer conditions have become critically important. While many service companies are shutting down or facing demand reductions, some companies maintain their operations by transforming their service provision abilities. Accordingly, it is imperative to understand which capabilities are critical for the survival of service organizations, specifically service SMEs which are under intense pressure of the social isolation and physical distancing concerns of customers and restrictions of governments. In this paper, by focusing on the cases of service SMEs in an emerging market (Turkey), we discuss how the agility framework and agility-related capabilities of service SMEs provide service-related insights into value creation for their existing and potential customers during the pandemic. We conducted interviews with the managers of service SMEs in Turkey. Our findings suggest that each of the agility related meta-capabilities (strategic sensitivity, leadership unity, resource fluidity, and resourcefulness) of service SMEs are critical but insufficient. We observe that service SMEs should also utilize their relationship building and process enhancing co-creation capabilities to adapt their service provision processes to the new normal. Particularly, in our cases, individuated and relational interaction capabilities have emerged as crucial for service SMEs to retain customers and transform their services.