Last year, Amanda Jones opened an ice cream parlor in a busy shopping center. She spent a lot on advertising and attracted many customers into the store, but a few customers made turned up and sales were declining. Amanda paid attention to questions and requests made by customers and detennined that they often requested items that were within the scope of her business but that she did not carry. When she offered to order items for her customers, delivery was usually too late and, yet again, sales were lost. What measures should Amanda take to improve her business?