Last June I wrote a blog on the subject of the importance of follow up in business. I think that it is so important and fundamental, that I would like to put forth the idea again. From time to time, I may write on the same core practice of business because repetition of an idea can only help us to remember in the course of being better business professionals.

People in business, be they employees or customers, can be your best asset or your worst liability. Your best asset can become your worst liability if you do not listen, pay attention to detail and follow up. If you let a customer concern fall through the cracks, you have no one to blame but yourself for turning your best asset into your worst liability.

As the first Chief Marketing Officer at BannerView.com, I have initiated a lot of firsts for the company. One of these, which we will be formally launching within the next three weeks, is a disciplined, methodical and proactive Customer Care Program. “Disciplined” “methodical” and “proactive” are the operative words here. BannerView.com has always been a customer-centric company. I just wanted to cement the company’s efforts in the same way as it has with its process for building a client’s website.

Our Customer Care Program is focused on who else, our customers! The key to the program is a follow up process with focus and discipline in communicating to our clients regularly and consistently if for no other reason than to ensure their satisfaction with our service and the operation of their website.

Follow up is critical to cementing customer relationships. If you are an account manager, it is important to listen (note this is the second time I mention the word “listen”) and understand your customer’s needs, what your product and service delivery to the client will be, and be accountable for ensuring that all is delivered to the client’s satisfaction.

You sacrifice the customer relationship when you don’t follow through. More importantly, you sully your reputation and credibility and that of your company. The cost of restoration is incalculable.

I expect that the implementation of our proactive, disciplined and methodical Customer Care Program will result in just the opposite--continued satisfied customers who use BannerView.com-built websites hard at work in helping to produce business prospects and revenue opportunities for them.