F & R Auto (F & R), is John Ford’s dream and Michael Ronald’s desire. They have combined 30 years of experience as automotive mechanics. Both dream of owning their own business and providing better service to clients than their competitors.

1.1 Objectives

F & R Auto Repair’s three-year goals are:

• Sales revenues increase steadily through year three.
• Establish a program to provide superior customer service by rigorously evaluating service experience.
• Three more mechanics are available.

1.2 Keys for Success

One customer is all that is needed to build a client base in the auto industry. This is mostly done through word of mouth marketing. F & R Auto Repair has these keys to its success:

• High-quality work.
• Clients should be kept informed of the status of their vehicle and progress on repairs.
• Knowledgeable mechanics that are friendly, customer oriented, and will take the time to explain to customer the intricate nature of our business and our work.

1.3 Mission

The mission of F & R Auto Repair is to provide high quality, convenient and comprehensive auto repair at low cost. Trust is the key aspect of our business. Our goal is to provide 100% customer satisfaction, including quality, friendliness, completion time, and the ability to find new ways to meet or exceed client expectations.