Big mistake! Every month or so, newspapers carry a story about someone embezzling from a small company. Too often, unsupervised and unsupported, bookkeeper simply took advantage of an opportunity owner created.

Effective managers’ delegate, but they also know that 'what gets measured, gets done'. They monitor and train, they supervise and support their people. You can't do it all yourself and simply turning job over to someone else and abdicating your role as manager is not answer.

1. Always under promise and over deliver. Develop a reputation for reliability; never make a promise that you can't deliver.

2. Stay in contact and keep good records. Consider sending a personal note or an article of interest once or twice per year.

3. Pay attention to small things. Get in habit of returning phone calls, e-mails and other correspondence quickly.

4. Give your customers a promotional gift. You might want to consider sending them a book, or any gift with your picture and contact information.

5. Establish a feedback system to find out how your customers perceive quality and quantity of service you provide.