Growth Management and Strategies (GMS) is an ambitious innovative new company that is attempting to turn the small business consulting business on its head. With an experienced consultant at the helm as President, GMS intends to grow at more than 50% per year through solid customer service, a great sales plan, proven competitive strategies, and a group of people that bring dynamic energy to the company and the sales process.
The goal for this plan is financial: GMS needs a Small Business Adminstration (SBA) loan, and this document is one step in the process. It is also a road map for the company. The document gives all present and future employees, as well as the owner a sense of purpose that may exist without the business plan, but becomes more relevant after the business plan is written, reviewed, shared, and edited by all. It is a living document that will last far beyond the SBA loan purpose, or if that doesn’t occur, to bring an investor on board.
GMS’#8217’s financials are realistic and based on conservative sales figures in relation to the entire industry. GMS’s goal is to grow the business one client at time and serve each client as if they were the last. This is how loyalty will be created and cultivated. GMS excels at customer service and is an important part of the company’s overall mission.
1.1 Objectives
Growth Management and Strategies’ objectives are:
Immediately get an SBA loan.
Growth of the company from 2 employees at year 1 to over 10 at year 5.
To increase revenue by more than $3,000,000 in the next year
Increase client base by 450% in three years.
Maintain job costs that keep margins at 70%
1.2 Mission
Our mission is to provide small business clients with business strategy, logistical, and technical services. The availability of human resource will determine the project selection. Each employee will receive the respect of a contract worker and share in the profit for each job. Growth Management and Strategies will not tolerate politics. To reduce the effects of favoritism the company will establish and communicate a performance evaluation policy that applies to both the bottom and the top of the leadership hierarchy. Persons who have performed or modified a project in an innovative way will be credited and will be awarded commendation.
Growth Management and Strategies is committed to meeting the needs and expectations its employees and clients. The company culture will not be compromised if either one is compromised.
1.3 Keys for Success
We have the keys to success
To ensure client satisfaction at minimum 90%
To keep overhead low.
To ensure professional presentation and marketing of services.
All About People (AAP), was established out of the desire and need to help this community. This is similar to how communities have supported All About People’s founder over the years. Although originally from a larger market, the proprietor realizes the need in the southern Willamette Valley for a personnel agency that fills a void left by other temporary and permanent placement agencies. AAP matches specific skilled workers with clients. This saves businesses money and ensures employees are treated with honesty and respect. This requires a high level of communication. This involves asking open-ended and thoughtful questions. It also means listening, not speaking. This means knowing the local market so AAP can really serve each client and employee, not just “sell” them our goods. AAP is a quality service.
The long-term vision envisions a number offices in the southern Willamette Valley. This vision is not about growth, but rather in training and encouraging AAP personnel to provide the same level and quality of care to each client and employee.
Managing Growth
AAP can be considered a sole proprietorship and will eventually become an S Corporation. AAP is considered a start-up entity and will be included in the new business plan. During the past couple of years the proprietor provided all services. The company will hire a part-time employee and an employment specialist in Year 1. AAP will create a procedures manual for its staff to help them understand the details. AAP will offer employees regular training in their divisions to help them understand the details and tasks they do every day. Year 2 projections include a receptionist and another employment specialist. AAP will study the feasibility of opening a branch in the Salem/Bend, Medford/Ashland regions in Year 3.
Market
AAP works in the same way as other temporary and permanent placement agencies. However, it will serve clients with needs for select, specialized professionals rather than clerical or light industrial workers. Many businesses in Portland, Oregon offer similar services to specific populations, but none are available for the Willamette Valley. AAP has five divisions that focus on the following areas:
Computers
Editors/Writers
Event Planners
Graphic Artists
Interpreters/Translators.
AAP will handle recruiting, including reference checks, skills evaluation, preliminary interviewing, and screening of all employees for its clients. AAP acts as an extension of the client’s human resource department, assuring that there is open communication between supervisor and employee, and assisting with any troubleshooting or problem solving that may be needed.
Financials
The company’s start-up requirements are $55,464, of which $7,600 will be provided for by the owner’s personal investment. The remainder will be obtained by loans.
We expect to be able to charge a 50% markup to our business clients. We charge $15 per hour for an employee who is currently being paid $10/hour. The company anticipates it can generate sales of about $300,000 per year. The company does have no direct sales cost; regular payroll tracks payments to individuals who are placed.
1.1 Objectives
AAP works in the same way that other agencies for temporary and permanent placement. We serve clients who require specialized professionals and not clerical workers or light industrial workers. Portland, Oregon has many businesses that offer similar services to specific populations. AAP adopted the following model for a placement firm:
Temporary employees are employed by contract engineering firms who are both software and hardware engineers. An average of seven employees are hired per month and earn between $80- $100 an hour. The firm advertises in trade publications, newspapers, magazines and magazines and recruits through its website. For placement referrals, contingent workers are eligible for medical, dental, or disability insurance. Their employees are split evenly between 40 percent male and 60 percent female.
AAP provides services to the business client. They locate a professional worker and interview and screen them. If necessary, they set up interviews and handle all paperwork. The company manages the client’s payroll and bills them bi-monthly.
AAP will also manage professional, remaining in close contact and communicating with worker on any personnel issues.
Professional workers have access to employment opportunities at no expense; pay rates that conform to industry standards are available; and health insurance may also be purchased at a starting rate of $124/mo. AAP will pay $65/mo to any coverage selected from the group package.
1.2 Mission
All About People’s mission, is to provide skilled, professional, contingent workers to meet community needs. The company will offer workers a safe and secure environment. It will also offer businesses a high-quality employee for temporary or permanent work. All About People listens and adapts to workers’ needs.
Austin Kinetic, an information technology consulting company serving Austin Metro Area, has top-quality engineers who are passionate about customer satisfaction. It is a time for consultants to thrive. With the recent gains in the stock market, capital is again becoming available for IT infrastructure improvements. Austin Kinetic will position itself to win a good deal of that emerging business. The company was incorporated in Nevada, and it has obtained an operating license for Texas. Austin Kinetic expects to make a substantial cumulative net profit in the third year.
The Market
Due to the high concentration of technology firms, Austin is sometimes called “the little Silicon valley”. With its relatively low cost of living and ample space for expansion, Austin promises to be a strong market into the foreseeable future. There are over 71,000 companies in Austin, which is the Austin Metro area’s goal. There are only four big competitors. This combination provides a rich opportunity, bolstered by the current up-turn in the area and national economy.
Business Model
Austin Kinetic will use the industry knowledge and experience of its founders in order to offer exceptional service to its customers. It will be run as a sole proprietorship with the founders living in their own homes and using their own transportation to reach their clients. In order to establish acceptance and a positive name in the industry, the company will develop with a “customer satisfaction and service first” mentality.
The Management Team
Austin Kinetic has to fully leverage its management team’s experience and insight in order to be a success. They include Adam Authortisement. Bob Borgware. Cary Curry. Dean Dri. and Edgar Extension. This team has more than forty-eight years combined experience in service operations management as well as information technology support. The team currently holds multiple vendor certifications in technology across many disciplines, including logical and physical networking structure and management. They have worked with Fortune 500 companies in technical roles and have been successful in small and large settings.
1.1 Objectives
The goals of Austin Kinetic for the first five year:
You must maintain at least 24 customers who are full-time employees.
Set up an office in Austin TX.
Break the Big M revenue barrier
1.2 Mission
Austin Kinetic was established in the belief that one company could make a significant impact on business.
1.3 Keys of Success
Depth of knowledge.
Broadness of ability.
To gain a better understanding of customers’ business and to develop a solid business relationship, we must establish strong business relationships.
Borrow My Tools provides San Mateo, CA with tools for home improvement. Josh Taylor, the primary shareholder, has formed the California S Corporation. Borrow My Tools will offer customers a range of common home improvement tools with benchmarked levels of customer service.
The Market
Two distinct markets make San Mateo the most desirable location for Borrow My Tools. The first segment is individuals who are undertaking a home improvement project on their house. While some of these customers know exactly what they need in terms of tools, many of them are coming to Borrow My Tools specifically for the expertise and guidance for the home improvement project. These individuals could have 54.050 friends in their group. This segment has a 5% annual growth rate. Handymen who are hired by clients to complete a project are the second segment of customers. Borrow My Tools attracts handymen because they have many leasing and rental options. With 1,200 potential segments, and a 4.4% growth rate, handymen can have 1200 members.
Services
Borrow My Tools offers a range tools for rent or lease. The tools are divided into three main groups: wood, exterior, or assorted. Borrow My Tools only leases or rents the finest quality tools. They are also in excellent condition. Borrow My Tools is able to lease equipment from a premier leasing firm through a strategic partnership. Leasing is a great option in many ways. Customers always have the best/most recent version of the tools they need, their capital is not restricted, credit lines from banks are not affected by leases, and lessees enjoy certain tax advantages.
Competitive Edge
Josh is a veteran in both the contractor and tool rental/leasing industries. He has taken his industry observations and created a niche for Borrow My Tools by emphasizing two competitive advantages that will greatly help Borrow My Tools gain market share.
Highest quality product offerings – Customers are looking to rent or lease tools and want to make sure they get the best. Borrow My Tools only purchases the best tools within each category. This ensures that customers are delighted with the choice. Products are not only of the highest quality, but also meticulously maintained to keep them looking new.
Benchmarked customer service: The function of Borrow My Tools sales assistants is to help the customer in any way possible. This includes determining what tool is most suitable for the job, explaining how to use it and providing suggestions on how to do the job. Every sales rep is the customer’s personal advisor. Borrow My Tools has the mission of exceeding every customer’s expectations.
Borrow My Tools is an exciting new concept that recognizes the competitor’s customer service short comings and leverages Borrow My Tools’ phenomenal customer support to address the market niche that wants a positive experience and needs assistance with their lease or rental. Borrow My Tools will gain market share quickly by following a comprehensive strategy for renting business. It will also transform the business into a profit-making venture.
Mission
Borrow My Tools’ mission is to offer the finest selection of home improvement tools for the San Mateo Community. Borrow My Tools will support the tools with the finest customer service. All customers will be met with the highest level of customer service.
Keys to Success
You should have a sufficient supply of high-quality tools that are kept in good condition.
All staff should be extremely familiar with all tools.
Maintain tight inventory and accounting controls to reduce overhead and ensure availability.
Ziele
To rent 70% of the tools by month seven.
By the end of year 2, you can be profitable
By year 2, you will be able to generate self-sustaining income.
H20 Industries, Inc. (H20 Industries) provides the service of ion exchange portable tanks. This is the process of purifying water for industrial purposes. H20 Industries will tap into a market need for segregated regeneration on a mobile basis. The company will primarily focus its marketing strategies on offering segregated regeneration services to the untapped market of customers who require high-quality regeneration for their deionized (DI) water treatment facilities. H20 Industries will use a facility in Newark, California. It is currently in limited production. Full production will commence at the beginning of September. Sales will grow slowly to near capacity by year’s end, with healthy gross sales the first and second years.
1.1 Objectives
The primary objectives are:
H20 Industries’ ability to offer segregated regenerative services will help segment the portable service market. Our goal is to achieve monthly sales of 1,710 cubic feet of segregated resin within the first year.
To create a dealer network of 15 efficient and knowledgeable water service businesses who will represent H20 Industries beyond direct sales.
To create a bulk-regeneration facility of 40 cuft per day, and then to sell it in full on the large portable exchange market using its own sales force and a network of dealers.
1.2 Mission
H20 Industries’s mission is to segment the market for pure water by providing niche products to specialized industry sectors who are otherwise not properly serviced by large pure water suppliers. A great example of such a niche product is segregating H20 Industries resin from a customer and regenerating it on portable tank basis to hospital dialysis units.
1.3 Keys to Success
The primary keys to success for H20 Industries are:
High quality control in the factory. Customers in high purity water business must have a very low tolerance level for flaws.
Fast Response. H20 Industries customers don’t consider water cost a significant factor in their overall costs. However, poor or slow servicing can lead to costly shut downs.
High-profile allegiances. The success of a dealer network of service-oriented companies is key to overall company success.
Massage Tools Products Inc. is a distributor of massage tools in both the professional market and the retail market. Our products alleviate chronic pain and discomfort that massage therapists often experience. Massage Tool Products’ unique ergonomic shape was designed with massage therapists in mind. It allows you to apply pressure exactly where it is needed, with less strain on your wrist and hand. This product can be used for reflexology or trigger point massage, deep tissue massage, seated and seated massage, or just about any other modality.
This business plan will be used internally to help guide the company in its launch and growth. To compare our progress to our plans on a quarterly basis, we will refer to the plan. We will then adjust our business plan to reflect our actual results.
Massage Tools Products has experienced a rapid growth spurt since we discovered the professional massage market, which gave us a boost to new volumes through schools. We were encouraged by advertising appearances in trade magazines and end-user magazines. Our website was able to create an additional channel.
The annual business plan for Massage Tools calls for slow, steady growth with a period of rapid increase in sales. Massage Tools shows that they have a balance of fixed and sales costs to keep them healthy. Our break-even point in the first year is just $6,000 per mois.
We also expect to become more profitable than ever. In all, the outlook shows a healthy company with good growth prospects, looking to manage its orderly growth in the future.
1.1 Mission
Massage Tools Products Inc. was founded in 1982 to offer top-quality products for massage therapists.
1.2 Keys to Success
Low cost of assembly
Favorable profit margins;
Innovative, market leader in massage tools market;
Low overhead
1.3 Objectives
To sell Massage Tools’ in at least 100 stores and schools of massage therapy throughout the United States.
Create a website with online ordering capabilities for the Massage Tools’#8217 product line.
In order to increase your market share, add additional products within 18 month.
[This example business plan is based upon one that was written several years ago. It’s still applicable as an illustration for what a business plans consists of and what it covers. It is not intended for information purposes. ]
Problem
Everyone has a cell telephone these days. Cell phones are expected. They are needed for work and for socializing. Because they are expected, many people believe that someone without one is untrustworthy or wrong. In truth, those without one can’t afford it.
Solution
Garbles Cellular’s mission is to provide the best cell phone products and services for its customers. Its owner focuses on personalized service to his customers by offering convenience and rapid service. Additionally, Garbles Cellular has the technological expertise to assist customers in picking the product and service that best meets their needs. We will also be able to satisfy customers’ demand for the latest innovations in cellular phone technology because our staff has strong vendor relationships.
Market
Our products have huge market potential. This can be seen in the seemingly unstoppable increase in the telecom sector. The telecom sector is currently one of the most important growth industries. It is also responsible for large capital market gains. The proliferation of cellular phones is increasing at rates which at one time were unimaginable. One example is that over 65% of the children between the ages 10 and 15 will have cell phone access within the next two years.
These are the areas where future growth is expected for the market/products:
In Japan, text messages can be exchanged between friends. Users can send regular Short-Message Service (SMS) or email on their phones. While email can only be used for small file sizes, many phones support English characters. Special characters can be sent by each provider. This includes animated images, happy and sad faces as well small animals, people, hearts, and even people. If special characters are unavailable, people will often use a specific set of faces in order to express their emotions. While email can be sent between multiple provider phones, not all special characters are available. Therefore users should try to keep the special characters in their hands by keeping a group or friends connected to the same provider. Email can be sent using computers but files are often deleted from cell phones.
The majority of North American phones have a few games included to keep users entertained for a brief period. Japanese phones have two types of games. There are built-in and Java application versions. While the built-in options are easy to use, graphics are vital for the game’s quality. Java application game are delivered via the network and charged for. These games require streaming data and are more complicated. Monthly new games are published. You can even buy joysticks and navigation consoles that plug into your phone.
One of the recent popular additions to many of the Japanese and Korean phone models is a CCD Camera that is mounted either on the outside of the clamshell or on the clamshell hinge. The camera lens measures just 4×2154 cm and can take pictures that are approximately the same size as a dime. Users can not only take photos but also record video clips. Because of memory limitations, most phones only allow for 5-15 seconds of video. They can also stream video. Advertisements for camera phones often show people interacting with each other by looking at each other on the screen. They are holding their phones and cameras at arm’s length, using an earpiece and microphone to communicate and also hold the phone. You can also get a small printer to print photos and an external flash.
Our company will try to take advantage of these developments and serve its customers in all these new trends and developments.
Competition
[Note that this information is presented here only for illustration. This information is very out-of-date. Not reusable. ]
Three large companies currently dominate the U.S. marketplace:
TMobile Wireless has been owned by a subsidiary Deutsche Telekom since May 31,2001.
Revenues in 2001: Exceeding $13.6 million
Wireless Phone Service Subscribers: Cellular voice, messaging and high-speed wireless data services to more than 8 million customers.
T-Mobile Wireless offers the largest all-digital, wireless network that uses GSM (Global System for Mobile Communications). GSM is the most popular digital standard in the world, accounting for over 70% of the global digital wireless market.
Cingular Wireless second largest wireless company is the U.S.
Ownership: Cingular Wireless is a joint venture between the domestic wireless divisions of SBC (NYSE:SBC) and BellSouth (NYSE: BLS). Atlanta, Georgia, is headquarters. Based on the contribution of both assets to the venture, SBC holds 60% of the company while BellSouth has 40%.
Revenue from the cellular service in 2002 was greater than $14.7 Billion
Cellular Phone Services Subscribers: More 22 million Voice and Data customers across the U.S.A.
Cellular Phone Service and Technology: A leader in mobile voice and data communications, Cingular is the only U.S. wireless carrier to offer Rollover, the wireless plan that lets customers keep their unused monthly minutes. Cingular offers cellular/PCS services in 43 of 50 top markets. Cingular also provides advanced data services for corporate e-mail through its GPRS network and Mobitex packet networks.
Nextel Communications, based in Reston, VA, is a leading provider of fully integrated, wireless communications services on the largest guaranteed, all-digital, wireless network in the country.
Ownership: Nextel Wireless is traded on the NASDAQ National Market under the symbol NXTL. Nextel Partners (a separate company) is traded on NASDAQ National Market.
Revenue from the cellular service $8.7 Billion (2002)
Cellular Phone Service Subscribers (Q4 2002): 10.61million
Nextel uses a packet-based platform called the integrated Digital Enhanced Network(tm), which was developed by Motorola. Nextel Online(r), Nextel Digital Cellular (Direct ConnectSM), Nextel Mobile Messaging (Nextel Digital Cellular), and Nextel Digital Cellular ™–covers many communities across the United States. Nextel and Nextel Partners, Inc. currently service 197 of the 200 largest U.S. markets.
Garbles Cellular Phones seeks to gain a share from these three companies.
Why Us
Because of our extensive and comprehensive experience in EAIA we feel that our store is the right location to launch our U.S.A operations. Our store will also be operational in the right amount of time. Garbles Cellular Phones will offer its customers convenience and support that is second to none.
Expectations
Forecast
We intend to iron out kinks in our start-up and get things off the ground in year 1. In year 2, we will be able to make a small profit. In the third, we will be in a position to hire more admin assistants and store attendants.
Financial Highlights for Year
Finance Required
To start the company, we will receive $96,000. Mr. Seramed Garbles will invest $43,000 in Garbles Cellular Phones, Inc. to cover start-up costs. If the operation goes well, he will also invest $53,000.
Luna’’s is a new convenience store located near Aspen Estates, Jenniville. Aspen Estates a new housing complex aimed at young couples and high-income individuals. This offers a tremendous opportunity for the shop. A typical household’s income is between $85,000 and $100,000. It is also the only grocery store located within two blocks of the housing development.
It is a start up company that Heidi Renner and Thomas Renner own. Thomas and Heidi make an ideal business partnership. Heidi has 15 years experience in retail food and Thomas is a certified accountant. He will manage the financial side of business while Heidi will oversee day to day operations.
Luna’s will sell a variety of fresh, organic produce as well as staples and prepackaged fresh foods and pastries. Newspapers, pet food, medicine, and other beauty and health products will also be available. Luna’’s plans to convert a portion of their store into a cafe. The cafe will have seating for approximately 20 people and will provide breakfast, lunch, coffee, tea, cold drinks and pastries.
Luna is a competitive edge because of its location and its emphasis on customer service. The owners also have a lot of experience and knowledge.
1.1 Mission
Luna’s Convenience Shop is a convenience store that sells packaged food, frozen foods, and other non-food items to Aspen Estates residents and the surrounding communities. The store will be fair priced and produce a healthy profit.
1.2 Objectives
1. To make Luna’’s the preferred convenience store in Aspen Estates, and surrounding neighborhoods.
2. To reach break-even within the first year.
3. To earn a net loss of 5% in the third and fourth years.
Success Keys 1.3
Here are the keys to success
1. Aspen Estates residents are convinced Luna’s is “their”′ convenience.
2. Turnover inventory an average of 15 to 20 times annually
3. To supply a large supply of groceries, food, as well as necessary household items.
R & R Printing was founded as a sole proprietorship in order to start a new printing brokerage company. The owner is a former sales manager in the printing industry.
We can offer printing services on a variety of media including business cards and letterhead. Our goal is be a one-stop shop for all your printing needs. Our services, product quality and prices will be outstanding, but our marketing strategy is focused more on building long-lasting partnerships with our customers.
R & R Printing will focus on its commitment to helping businesses get the printing products and services that they need. This will allow R & R Printing to increase its sales to over $1.5 million in three year’s time while increasing its gross margin. R & R Printing will stand out by combining their expertise and reliability with competitive pricing.
The owner of the business will invest $15,000 in order to finance the initial phase of its operation. In return, he is seeking a five year loan of $50,000.
1.1 Objectives
The first year of sales: $750,000
The third year saw an increase of sales to over $1.5 million.
Maintain a gross margin of at least 30% and increase it to the maximum level.
Retain existing clients and gain 20 new customers by the end the first calendar year.
1.2 Mission
R & R Printing focuses on helping businesses to obtain the services and products they need. R & R Printing offers a high level of practical experience, know-how, and a network of industry contacts, so clients save money and time by allowing a printing professional to handle their printing needs. Very few print shops posess all the equipment and products that most businesses require for all of their printing They rely on the knowledge of a professional that can provide one-stop shopping for all services, paper, bindery, and graphics at a reasonable cost, while overseeing the printing process to ensure the highest quality possible.
R & R Printing can be described as such a vendor. We make it our number one goal that our clients receive the quality of printing they need, with maximum efficiency and reliability. R & R Printing is known for its quick response times, expert advice, and high-quality solutions. This results in satisfied repeat customers. This ensures that you have a loyal customer base, which in turn creates steady profits.
1.3 Keys to Success
The keys to the success in this business are:
We provide the right information and expertise to meet your printing needs.
You can shop one-stop with low prices and quality products.
Establish long-term relationships with clients in order to build loyal repeat customers.
Premier Airport Transportation Service, (PATS), is a Cleveland-based airport transportation provider. PATS offers limousine-like services without the usual high limousine prices. While PATS cars don’t actually stretch limousines like the ones you see in movies, they are luxurious late-model luxury vehicles. Sam Brougham of Premier Airport Transportation is the company’s leader. He is a long-standing transportation industry veteran. PATS forecasts healthy sales for the third year.
The Market and Services Offered
Four limousine service providers and four taxi companies are available in Cleveland. Cleveland has a variety of transportation options. It also offers short and long-term airport parking, and a rapid transport public train system which provides airport service. Premier Airport Transportation Service will span the gap between the mediocre taxi service and the high-priced limousine service. PATS is a mid-priced service that will appeal to both business and families. The service will appeal to families as a reasonable and convenient alternative to them driving and parking at the airport. Premier Airport Transportation is a great option for business travelers who want a more luxurious solution than taxis, but don’t have to impact their travel budget as much. These two market segments are growing on average at 8.5% per year and there are over a million potential customers.
The Competitive edge
PATS recognizes that their key to success will be providing unmatched customer service. Premier offers drivers financial incentives for providing superior customer service. This will ensure that customers receive the best service possible at all levels of the company.
Management Team
Sam Brougham founded Premier Airport Transportation Service and runs it. Sam started his career in transportation as a taxi driver. This was a source to earn enough money to pay for school. After school, Sam worked at the Yellow Freight Company, initially in the logistics department. Sam moved to Yellow’#8217’s customer service department and eventually became the manager of Yellow’’s customer care center. Sam’#8217 will bring a wealth of customer service and logistics expertise to PATS. Premier will benefit greatly from Premier’s logistical expertise. The customer service experience will also help to support their competitive edge.
Premier Airport Transportation will meet Cleveland’s unmet demand for an affordable, high-quality airport transportation service. PATS will reach break-even by month eight, and double the sales year one through three. PATS will lose money in the first year but make a good profit in the second year.
1.1 Objectives
These are the objectives for the first three year of operation:
To build a service-based business whose main goal is to exceed customers’ expectations.
To increase customers by 20% per year through superior performance and word-of-mouth referrals.
To develop a sustainable transportation company serving the Cleveland Metropolitan Area
1.2 Mission
The Mission of Premier Airport Transportation Service is to provide the customer the finest airport transportation service available. We are here to retain and attract customers. If we live by this maxim, all else will fall into place. We will exceed your expectations with our services.