Question: A friend of yours plans on opening a home cleaning service. She has decided to "delight" her customers to gain a competitive advantage over her similar services. For example, while other cleaning crews vacuum, dust and mop, she will have her employees do extras like cleaning the fireplace, washing clothes and bathing pets. She believes these extra services on top of what customers expect will guarantee her success. What information can you provide her with that may help her develop a profitable business?