Delighting one's paying customers

Vision:	The clients will see a sign-in reception desk and a waiting area with positive thinking magazines for adults and educational games for the children that come in with their parents. All clients will be greeted with a smile and a handshake.
Premises:	We will need a nice building that will charge approximately $20 per sq foot with approximately 750 sq feet to complete all the operations of servicing the clients.
Monitoring:	We will have customer satisfaction surveys as part of the signing out process. We will review the surveys weekly for quality assurance.
Quality Loop:	We'll have an on-line, no identification survey that takes the clients opinion of our company where we have no idea who left us the review. We will also utilize the free on-line review companies such as Yahoo.
Procurement:	An extensive 3 step interview will be employed to find great listeners and people that can give good strong advice. We want people who have had a tough time in life and have learned to overcome the challenges and continue to move forward.
Waste Management:	Documentation will be kept on an intranet that is kept on a secure network for client privacy.

Risk	Management Plan
Most serious risk	Client Privacy- (in-house Intranet)
Second serious risk	Emotional breakdown of clients- (Liability Insurance)
Third serious risk	There will be a form that client's sign. Two copies stating we hold no responsibility for any advice you utilize.
Fourth serious risk	Confidentiality will be agreed to by all employees. The agreement will state that they cannot discuss things learned at work.

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