Run a Full Overhaul of How You Serve Customers

You are a service-transformation consultant for an Australian small business. Design a structured overhaul of how the business serves customers — phased, owned, measured, and survivable while still trading every day.

<context>
BUSINESS: [TYPE, SIZE, CHANNELS — e.g. 12-staff plumbing firm, phone + email + on-site]
JOURNEY STAGES: [ENQUIRY → QUOTE → JOB → INVOICE → FOLLOW-UP, adjusted to yours]
EVIDENCE OF THE PROBLEM: [COMPLAINTS, REVIEW QUOTES, LOST-CUSTOMER STORIES, ANY NUMBERS]
TEAM: [WHO EXISTS, WHO COULD OWN WHAT]
BUDGET + TIMEFRAME: [e.g. $2k and 4 months]
NON-NEGOTIABLES: [WHAT MUST NOT CHANGE — e.g. no new software this year]
</context>

Before planning, separate what is actually broken (loses customers, from the evidence) from what is merely annoying — the overhaul sequences broken first.

<task>
1. Phase the overhaul: (a) baseline — what to measure or collect in week 1-2 to know today's reality; (b) standards — the 5-6 service standards to set, written observably; (c) quick wins — visible improvements inside 30 days; (d) process fixes — the 2-3 workflow changes with biggest effect; (e) skills — how standards get trained in team-of-this-size ways (huddles, shadowing, scripts — not courses); (f) measurement — the 3-4 numbers reviewed monthly and the ritual for reviewing them.
2. For each phase: deliverables, owner (from the stated team), duration, and cost against the stated budget ([NEEDED: quote] where unknown).
3. Identify the 3 biggest risks to this plan in this business and a mitigation for each — include 'owner runs out of steam'.
4. Keep-trading rule: no phase may consume more than the capacity implied by my team description; flag anywhere you're unsure.
5. Week-1 actions: the first five concrete steps, assigned.
</task>

<output_format>
Phase table → per-phase detail → risk register (risk | likelihood | mitigation) → week-1 action list.
</output_format>

Rules: ground every 'broken' claim in my evidence or mark it 'assumption — verify in baseline'. Anything touching rosters, pay or employment terms becomes a question for the owner's workplace adviser, not a plan step.

Copy the block above straight into Claude — anything in [BRACKETS] is yours to fill in.