This is part nine in a series on building a successful business - if you missed the start you can catch up here. Step 5 is all about making sure that you deliver a great service. To do that, we have a delivery process - analysis of your goals and objectives, the measures we use to ensure we are making progress and the value that each step gives to your business. How do we hook your prospects in? Which channels do we guide them down? How do we get them to come back for more? And how do we get them to recommend you to their friends?