Bob Lillie started a retail clothing business two years ago. Lillie's first year was very successful, but sales dropped 50 percent in the sec- ond year. A friend who is a business consultant analyzed Lillie's business and came up with two basic reasons for the decline in sales: (1) Lillie has been placing orders late in each season, and (2) shipments of clothing have been arriving late and in poor condition. What measures can Lillie take to improve his business and persuade customers to return?