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Electronics Repair Store Business Plan

The guidelines in this sample business plan will ensure that you are taking the right route when starting up an electronics repair store.




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Electronics Repair Store Business Plan

Executive Summary

Tucson is a start-up business located in the West end of Tucson Arizona. The company specializes in the repair and sales of home electronics, specifically home entertainment electronics, including TV, DVDs VCRs and CD players.

We will target people who place great importance in their entertainment equipment and own higher-end electronics, where repairing them would be more cost effective than replacing them. Many low end VCRs for example, are priced so low, people find it more cost effective and convenient to purchase a new product than to get the existing one repaired.

The company is owned and managed by James Munroe, a retired Navy Commander with a degree in electrical engineering from the University of Texas-Austin. He is a certified electronics technician with various brand companies. He will also employ his son to help with running and growing the business.

1.1 Objectives

Tucson Electronics (TE) is a growth-oriented business. Its ten year goal is to become a regional leader in TV/VCR/home stereo repair, with shops in the Tucson and Phoenix area. With this in mind, the objectives over the next three years for Tucson Electronics are the following:

  • Achieve steady growth in sales revenues by year three.
  • Achieve local market share (in the Tucson area) of approximately 20% by year five.
  • Expand product line to include authorized satellite service installation and new home entertainment electronics sales.

1.2 Mission

The mission of Tucson Electronics is to provide high quality, convenient and comprehensive TV/DVD/VCR and home electronics repair at a low cost. The most important aspect of our business is trust. It is the goal of our firm to have 100% customer satisfaction in regards to quality, friendliness and time to completion, and discover new ways to exceed the expectations of our customers while doing so at the lowest possible cost.

1.3 Keys to Success

In the TV/VCR repair industry a company builds its client base one customer at a time and mostly through established marketing practices (ads, billboards, etc.). With this in mind, the keys to success for Tucson Electronics are:

  • High-quality work.
  • Attention to professional appearances at all times.
  • Knowledgeable technicians that are friendly, customer oriented, and will take the time to explain to customers the intricate nature of our business and our work.
  • Maintaining a highly aggressive managerial oversight on costs to provide our services at the lowest price.

Company Summary

Tucson Electronics is envisioned to be the low cost leader in TV/DVD/VCR and home stereo repair for the Tucson area that will also be able to eventually provide satellite TV installation/servicing and new electronics sales, making it the local leader in comprehensive electronic sales/services.

The company will be a sole proprietorship registered in the state of Arizona and owned by Mr. James Munroe. The firm will have facilities on 530 W. Prince Ave. The initial facilities will contain a sales area, repair room in the back of the shop, office space and storage for parts and equipment. The company is seeking a loan in order to finance the start of operations for the company. The owners will be putting up additional capital of their own as equity.

2.1 Start-up Summary

The data obtained for the start-up table comes from research done in the Tucson area with other small electronics shops who have started their own business, in addition to Mr. Munroe’s previous experience within the industry. Inflation has been taken into account between the estimates of these fellow business owners (and when they started) and the current prices for expensed items. Much of the equipment to go into the facilities such as tools, are currently owned by Mr. Munroe.

Products and Services

Tucson Electronics offers a wide range of services as outlined in the detailed sections below. It is ultimately the goal of the company to offer a one-stop facility for all home entertainment needs, including both sales and servicing. In this way the company can offer greater perceived value for the customer than many other shops which only offer sales or services.

The industry is highly competitive with suppliers having a great deal of power in setting and negotiating the prices of their products and services to repair shops. In addition, because the customers see the service as undifferentiated and a “commodity” with little value separation between competitors, buyer power is also very high. Finally, the barriers to entry are moderately low, and the large number of competitors in this field, including substitutes (such as do-it-yourself work) mean that the pricing for such services is very competitive. The only way to have an advantage in this industry is a low cost leadership principal applied aggressively or to create higher switching costs through the building of strong business-to-customer ties. It is the aim of Tucson Electronics to create a competitive advantage through both the low cost strategy and by offering greater value through its broader product and service line.

Tucson Electronics will initially have only one factory trained and certified technician in the person of Mr. Munroe. As the company grows and expands, Mr. Munroe will hire trained and certified technicians who are able to prove they have superior customer awareness and interaction. It is the company’s professional people who will fulfill the firm’s contracts and goals. The largest part of the company’s expenses will be in labor costs.

3.1 Product and Service Description

Tucson Electronics provides a wide range of home entertainment repair services. These include:

  • Repair and cleaning of  home and car stereos and CB radios.
  • Repair and cleaning of TVs.
  • Repair and cleaning of VCRs and DVDs.
  • Sale of used TVs, stereos, VCRs and DVDs.
  • Free estimates on repair jobs.
  • Authorized warranty servicing on all major brands of home entertainment systems.
  • House calls and free pickup and delivery.

Future products and services that Tucson Electronics will prepare to institute include TV/VCR/DVD rental, satellite TV installation and servicing, sales of new TVs, DVDs, VCRs and stereos, and repair/sale of microwave ovens. Mr. Munroe is also investigating the possibility of offering a new product line of home entertainment cabinets at some future date.

3.2 Sourcing

Tucson Electronics will be obtaining most of its parts through established dealers and directly through the manufacturers of the relevant electronics. As part of the company’s low cost strategy, the company will seek to purchase parts in large quantities whenever possible to take advantage of volume discounts. In addition, the company will aggressively seek to procure its parts from local suppliers in order to start forming close relations with such companies. It is the ultimate aim of Tucson Electronics to form strategic partnerships with such companies in order to lower overall costs of parts.

A large part of Tucson Electronics enhanced services will be free pickup and delivery of electronics to a person’s home. Mr. Munroe’s cousin, Mr. Thomas Porter, owns Caesar Courier Services, a local company providing pickup and delivery services. Mr. Porter has agreed to provide these services to Tucson Electronics’ clients at discounted prices to Mr. Munroe.

3.3 Technology

The technological revolution in computers has enhanced our abilities to diagnose and repair our clients home electronics. Tucson Electronics will remain on the cutting edge by instituting the use of computer diagnostic equipment in its shop. The company will continue to seek new ways to provide a better service through technology.

3.4 Competitive Comparison

The electronics repair industry is highly competitive. Each company within this field has high labor costs, low margins, and a high intensity of competition.

Suppliers have a great deal of power in setting and negotiating the prices of their products and services to repair shops. This is due to the fact that the suppliers who absorb the greatest amounts of cash from repair shops are large electronic manufacturing companies such as Panasonic, Emerson, Toshiba, etc. These companies are more consolidated than the repair industry, have deeper pockets, an almost limitless number of substitute customers, and finally they are the single most important supplier to the electronic repair industry. Therefore, these companies can set whatever price they wish to. Furthermore, labor is the single most important expense in this industry, and salaries for such individuals are well known and not very flexible.

In addition, because the customers see the service as undifferentiated and a “commodity” with little value separation between competitors (if they offer a suitable level of quality) buyer power is also very high. Additionally, the costs of our services are not cheap, and buyers are willing to search for the most favorable combination of price and acceptable service.

The barriers to entry and exit are moderately low in this industry. Switching costs are virtually non-existent and the costs to entry and exist the market are low. The large number of competitors in this field including substitutes mean that pricing for such services are very competitive. The only way to have an advantage in this industry is a low cost leadership principal applied aggressively to all aspects of the business or to build up customer relations to a point where the switching costs are raised.

Based on this analysis, Tucson Electronics will pursue a low cost leadership strategy as its primary competitive advantage. Furthermore, the company will simultaneously build up its product and service line to take advantage of the limited opportunity to create higher switching costs through enhanced value creation and to spread out costs.

3.5 Future Products and Services

Future products and services that Tucson Electronics will prepare to institute include TV/VCR/DVD rental, satellite TV installation and servicing, sales of new TVs, DVDs VCRs and stereos, and repair/sale of microwave ovens. Mr. Munroe is also investigating the possibility of offering a new product line of home entertainment cabinets at some future date.

Tucson Electronics will start implementing these new products or services in the following time periods:

  • Repair/sale of microwave ovens (3rd Qtr 2004).
  • Satellite TV installation and servicing (3rd Qtr 2005).
  • TV/VCR/DVD rental (2nd Qtr 2006).
  • Sales of new TVs/DVDs/VCRs (4th Qtr 2006).

The capital investment needed for such expansion will primarily come from the company’s accumulated operating cash account. It is anticipated that some of these product/service expansions that require significant inventory, such as new sales, may require additional cash inflow such as loans. The company will be preparing proposals for various lending institutions in anticipation of this need.

Presently the product that is really driving the electronics repair market is computers. While Tucson Electronics is not currently positioned to take advantage of this situation, it is the long-term goal of Tucson electronics to incorporate computer repair services within the company. Once the firm is able to generate enough cash to retain the services of a computer repair technician, the company will evaluate the viability of such a move. It is anticipated that this service will be offered sometime after 1st Qtr 2007.

Market Analysis Summary

There are approximately 332,500 households in the greater Tucson area, which includes suburbs such as Green Valley, Ina, and South Tucson. Virtually all of these households have TVs, VCRs, etc. Tucson Electronics segments its market into product categories that reflect the estimated number of each electronic device currently being used in the greater Tucson area, since each of these devices may fail at any time and require our services. In addition the growth rate of each product emplaced in the home is based on the current sales growth of each product. Presently, the fastest growing product, in terms of sales, is the DVD player. It is anticipated that the DVD will replace the VCR within the next three to five years as movie rental stores replace their existing VHS movies with DVD. The largest segment is the home and car stereo segment, since usually a household has more than one of these systems. The company will be focusing on servicing all of these systems, and not focusing on one over the other.

4.1 Market Segmentation

Tucson Electronics has segmented the households in the Tucson area as follows:

  • Couples with children.
  • Couples without children (including Baby Boomers).
  • Retired people.
  • Students living in multi-unit housing.
  • Single people living alone.
  • Single people living with roommates.

Tucson will target the following segments.

  1. Middle class couples without children. This group will tend to have a higher disposable income since they have two incomes but do not have the expense of children. They prioritize socializing and spend a fair amount of time entertaining in their home and in the homes of their friends. For this reason they will spend more on their electronic equipment.
  2. Single men living alone or with roommates. This group is not the largest segment for us, but potentially one of the most profitable, since single men tend to prioritize their home entertainment equipment. They will spend a greater percentage of their income on high-quality TV and stereo equipment.
  3. Baby boomers. Baby boomers are reaching the age where their children have left home and they have more disposable income than when their children were young and living at home. They are more tech savvy than the generation before them and appreciate the good things in life. They like to spend time in their homes, now that the children are out of the house.

4.1.1 Market Trends

The market demand for electronics repair has been relatively stable over the past decade. With the advent of DVD players, the market is seeing more highly trained technicians needed. As technology progresses, long-term planners within this market expect to see new opportunities for electronics repair quickly arise. Such devices as cellular telephones, PDAs and other new electronics may have a role to play in the people who have a broad vision in this field.

4.2 Service Business Analysis

Much of the electronics repair industry analysis is contained in the competitive comparison section. However, the key points are that the industry is highly competitive and that most firms have little power to affect the forces that influence them or to affect the price levels that the market determines. In essence, Tucson Electronics operates in a purely competitive environment where the demand curve is horizontal. In other words the company is free to service electronics at maximum capacity without effecting the price or demand for its services. With this type of environment, and with customers seeing such services as a “commodity” the only strategy open to companies in this field is the low cost leadership approach.

Tucson Electronics is fortunate in that Janet Munroe, Mr. Munroe’s wife works in cost analysis for Wal-Mart, one of the country’s best low cost companies. Mrs. Munroe has agreed to furnish cost analysis services to Tucson Electronics for free.

The low cost leadership strategy will not be simple to achieve. Realistically speaking, because of the fragmented nature of the industry, Tucson Electronics will only seek a low cost leadership in the Tucson region for the first seven to ten years of operations. In order to capture this position and achieve its benefits of high market share and profitability, the company is expected to have higher start-up costs and lower profits within the first few years as the company invests in better and more efficient facilities and equipment than most competitors and engages in aggressive pricing to capture market share. The company will rigorously evaluate every aspect of the company to improve efficiency and lower costs. Mrs. Munroe is preparing an analysis of the company’s value chain and cost drivers to identify where costs can be lowered and which aspects of the business Mr. Munroe must focus on. It is expected that management will expend a great deal of energy in cost management and the reduction of things such as marginal customer accounts and marketing expenses. Once in operation, management will concentrate on developing established procedures that will create the most effective service experience. Finally, as part of this low cost leadership strategy, the company plans to vertically integrate to include original sales and broad services that will spread costs and serve all major customer types so as to build volume.

4.2.1 Competition and Buying Patterns

Customers traditionally purchase services in this industry because of effective advertising and reputation. The customers wish to be reassured that they will receive prompt and reliable service and have an understanding service representative will listen to their problems and seek to solve them in a fast and professional manner. Therefore image during the entire service experience is crucial to maintain word-of-mouth marketing and keep a low curn rate. Currently the largest problem that faces small firms is product/service awareness. By the use of effective and widespread advertising, Tucson Electronics expects to be able to capitalize on the weakness of the the “mom and pop” outfits style of passive promotion (such as Yellow Page ads) and to leverage greater product awareness into higher market share. There is no seasonality to this industry although there is some slight increase in servicing sales during the Christmas season.

4.2.2 Business Participants

As stated before, the electronic repair industry is highly fragmented. In fact, there are so many small providers that any company in this industry is facing a purely competitive environment. Approximately 23,700 electronic repair firms exist in the country today. Firms within this field range in sizes from the “mom and pop” outfits such as Dave’s Electronics and Kachina Repair  in downtown Tucson to regional companies like Magnolia Hi-Fi and the national chains such as Circuit City. Not all of these firms are purely repair outfits. In fact all of the larger firms make the majority of their revenue in original sales. It is these companies that have the largest market share and have the opportunity to compete by differentiating on customer service or product/service range.

As stated before, Tucson Electronics will seek a low cost leadership approach in the local Tucson region first. Its goals are not to directly compete with the larger companies who could effectively out compete Tucson Electronics. Instead, the company will seek to outprice the local “mom and pop” outfits and acquire their market share in order to then compete with the regional firms. There are eight such “mom & pop” firms that will be Tucson Electronics’ main competitors in its first few years of operation. They are:

  • Dave’s Electronics.
  • Kachina Repair.
  • Cactus Repair and Appliance.
  • Miller TV.
  • Robb’s Repair.
  • Sam the TV Man.
  • Teletron Service Co.
  • Ferndale TV Shoppe.

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Computers & Internet

E-commerce Internet Sample Business Plan

With a business plan similar to this your E-commerce and Internet company will be off to a good start.





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E-commerce Internet Business Plan

Executive Summary

Popular culture is no longer regional. The advent of cable television, syndicated radio programs, and the Internet has created a world where a fashion statement in New York will be on the streets in a small midwestern town in a matter days. The speed of our telecommunication system has increased young customers’ expectations and demands for products that represent their own cultural statement.

FireStarters will offer young customers, in small towns and communities around United States, the youth-oriented products and clothing that are popular nationwide but not available locally.

The difference between FireStarters and other youth-oriented e-commerce websites is that FireStarters is focused only on its small-town America customers. The target customer is a young person, age 11-18, who listens to alternative music and participates in youth sports like skateboarding and snowboarding. Our target customer will look toward alternative clothing trends in large urban areas as their inspiration. FireStarters will exclusively advertise in small communities with populations between 100,000 and 150,000 residents. Communities of this size already have small youth-oriented businesses, like skateboard shops and alternative CD stores, that FireStarters can utilize to promote its product line.

1.1 Mission

The mission of FireStarters is to offer distinctive youth-oriented fashion and products to small-town America.

1.2 Keys to Success

  • Accessible website that is entertaining to surf. Like a trip to your favorite store where you always find something new that you want.
  • Excellent vendor relationship that will facilitate quick shipment of orders.
  • Establish an effective strategy for advertising in the communities’ youth-oriented businesses.
  • Create a store image that our target customers sees as both attractive and trendy.

Company Summary

FireStarters will offer youth-oriented products and clothing, online, that are popular nationwide but not available locally. Jill Stranton and Bobbi Hanson, co-owners of FireStarters, will create a cost-effective operation that will quickly ship clothing and product purchases to the customer.

FireStarters will focus on marketing products to its target customers in small cities with populations between 100,000 and 150,000 residents. The key to marketing strategy will be staging events that will increase the visibility of the online store with the target customer base. We will use existing local businesses that serve the same target customer base to co-sponsor these events.

2.1 Company Ownership

Jill Stranton and Bobbi Hanson are the co-owners of FireStarters.

2.2 Start-up Summary

The start-up costs of FireStarters consists of product inventory, creating a promotion campaign and establishing its website. FireStarters is funding start up with owner investments and a long-term business loan.


FireStarters will offer young customers the following youth-oriented products and clothing:

  • Shoes.
  • Jackets.
  • Sweaters.
  • Shirts.
  • Pants.
  • Bags.
  • Hats.
  • T-Shirts.
  • Dresses and skirts.
  • Shorts.
  • Eyewear.
  • Time pieces.

Market Analysis Summary

According to the U.S. Census Bureau the population of teens (age 12-17), in 1999 was 23.4 million, which represents 8.6% of the total U.S. population. Teenagers influence $324 billion in spending annually, have $151 billion in disposable income, spend $24 billion annually, and will spend $1.2 billion online by 2002. Teens spend an average of $82 per week on entertainment, fashion, food, and technology. These young people dubbed “Generation Y” dominate almost all facets of popular culture and are the fastest-growing demographic under age 65.

Specialty youth clothing and products has grown into a billion dollar niche in the clothing industry. The popularity of the Internet with young people has been well documented and has generated the launching of a number of online stores by companies selling to that market segment. Most of these stores have retail outlets in large urban areas that serve as the promotional vehicles for online shopping.

The Internet is an accessible shopping tool for our target population. 64% of teens nationwide use the Net at home. The majority of teens, 55%, consider using the Internet better than watching TV. Families with teens are more likely to have Internet access than other households.

Online shopping by teenagers between 13 to 18 years in age is expected to total about $300 million this year (2000) and is accelerating at about twice the rate of online shopping by adults. By 2003, teenagers are expected to spend $2 billion annually online. By 2004, a clear majority of young consumers will shop online. The top five purchases made by teens [online], based on sales volume, are CDs/cassette tapes, clothing, books, computer software, toys and clothing.

4.1 Market Segmentation

Over the past ten years, there has been a profound change in population dynamics in the U.S. The non-metropolitan population has been growing at almost the same rate as the urban population. The West Coast, Midwest, and the Northeast have the largest growth rate. Today, there are millions of young people who don’t live near a large urban center that offers the diversity in clothing products that the youth culture demands. This has created a small market niche for businesses to sell clothing and products to young people who live outside the urban areas. This is particularly true in communities with a major college located in the community.

Currently, only regional malls offer access to the fashion and styles that young people want. Unfortunately, the focus of these mall stores is only on the mainstream of the youth market. Alternative clothing and products are rarely available outside the urban area. This is true because the companies that create the clothing and products are small and sell primarily through urban specialty shops.

FireStarters will capitalize on the following characteristics of Generation Y:

  • Subculture Affiliation: Though rebellious, teens also want to blend in and be accepted by peers. They seek a community of peers to welcome them in, as well as help them stand out.
  • Attitude: Teenagers wear attitude like a uniform to give definition to their identity. This extends to clothing, hair style and the type of music listened to in public. They also react to humor, silliness, and irreverence more easily than to other styles.

It is FireStarters’ plan to bring alternative fashion and products to small-town America via the Internet. We will create a business identity that will capitalize on the subculture affiliation and attitude of our target customers.

FireStarters will focus marketing on two type of non-metropolitan communities:

  • Non-metropolitan communities with populations between 100,000 and 150,000 residents.
  • Non-metropolitan communities with a major college and population of at least 80,000.

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Computers & Internet

Computer Repair Business Plan

This sample business plan will guide you with regards to successfully starting your own computer repair business.





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Computer Repair Business Plan

Executive Summary

PC Repair will provide computer and technical consulting (repairs, training, networking and upgrade service) to local small businesses as well as home PC users. The company will focus on marketing, responsiveness, quality, and creating and retaining customer relations.

PC Repair was initially formed as a sole proprietorship, but was reconfigured as an S Corporation in December of 2004. PC Repair will at first be a home office start-up, utilizing one studio room in the owner’s home and serving customers in the local Ramsford-on-Bitstream area.

In the third month of our plan, we will move into a leased office space and hire a second technician. As sales increase, we will hire additional personnel.

The Market
The very nature of the computing industry, with its extraordinary rate of technological development, creates a constant need for businesses skilled in updating and advising customers on computer-related issues.

In town, the majority of potential customers are dissatisfied with existing options, creating an attractive niche for an innovative start-up. Small business PC users will provide the majority of our business revenue.

Business Week expects the computing industry to grow at a rate of 12% and the processor speeds to continue to expand for years to come, providing a rich resource for sales.

Related: How Do You Hit The Right Target Market For Your Business?

PC Repair has decided to focus mainly on the small business market, as these customers typically don’t have a full-time IT person, but have full-time IT needs.

PC Repair will offer an affordable, on-demand service for these customers. We can also offer maintenance agreements that generate additional monthly income.

For our residential customers, we will offer a very affordable and helpful service with a very flexible schedule to meet their needs. Our target market will focus on Ramsford-on-Bitstream and the surrounding areas. Market research indicates there is an abundance of business for a small company such as PC Repair.

Start-up Funding and Financials
To get PC Repair started the owner is providing cash and assets. We are also seeking a short-term loan, to be secured with the owner’s home equity, and repaid within three years.

Our conservative sales forecasts, based on industry research within the local area, project hefty sales in year one, steadily increasing through year three. To reach these goals, we will use an aggressive advertising campaign to exploit our competitors’ weaknesses.

With good cost control, we will see a modest, yet comfortable, net profit the first year, even after moving into a leased space and hiring additional technicians.

1.1 Objectives

  • To provide the best service available to the community at an affordable price.
  • To generate substantial market share so that PC Repair is a common name.
  • Constant growth in sales from start up through year three.
  • To generate customer satisfaction so that at least 40% of our customer base is repeat business.

1.2 Mission

Our goal is to set the standard for on-site computer solutions through fast, on-site service and response. Our customers will always receive one-on-one personal attention at a very affordable price.

Related: 25 Ways To Market Your New Business On Little Or No Money

Our customers will receive the highest quality of customer service available. Our employees will receive extensive training, a great place to work, fair pay and benefits, and incentives to use their own good judgement to solve customers’ problems.

1.3 Keys to Success

  • Establishing a brand identity and generating brand recognition through marketing.
  • Responsiveness: being an on-call computer paramedic with fast response time.
  • Quality: getting the job done right the first time, offering 100% guarantee.
  • Relationships: developing loyal repeat customers–retainers.

Company Summary

PC Repair is an S Corporation located in Ramsford-on-Bitstream, owned by Jack Hacker. With a small 3-year loan, PC Repair will grow in one year from a  one-man, home-office based repair shop to a profitable, 3-person business in a leased location.

We will build the necessary infrastructure to quickly and efficiently respond to customers’ computer needs, guaranteeing speedy, friendly, competent, and cost-effective technical support.

2.1 Company Ownership

PC Repair was initially envisioned as a sole proprietorship in the owner’s home. However, recent feedback from our marketing outreach has suggested a much higher sales potential than originally imagined, and PC Repair has been reformed as an S Corporation.

This change will provide additional legal protection for the owner, and will also streamline the financial operations of the company as we expand the personnel to 5 within the next three years, lease a separate space for offices, and purchase company vehicles and cell phones.

The owner, Jack Hacker, has 10 years of experience in the fields of technical support, networking, and computer training and repair. Jack has also spent the last three years as the manager of a custom computer building and repair store, and understands the computer needs of small businesses.

2.2 Start-up Summary

Total start-up expenses include initial expenses for establishing our website, setting up the business, and doing our pre-opening advertising. Exact allocations are shown in the table.

The bulk of our start-up requirements are asset needs: we need diagnostic and repair equipment, half of which will be contributed to the business by the owner from his own materials.

We are treating this equipment as assets because we expect it to last at least three years, and to have some resale value when we are through with it; we will buy additional expensed equipment in years two and three. We also need start-up inventory which includes RAM, spare hard drives, cables, and cases.

Related: 21 Steps To Start-Up

Although we will keep expenses to a minimum for the first three months, before we move, we will also need cash at start-up, to see us through the next several months with a positive cash balance.


PC Repair will offer computer repairs, training, networking and upgrade service to clients in two major categories: home PC users and small business users. As PC Repair and the client demands grow, we will offer software development to our business clients.

From the very first day, we will offer on-site repair and consulting services, so that our clients don’t need to take time out of their busy days to haul a computer in to our workshop. This is the single biggest frustration Jack has seen among small business owners needing computer help.

Much of our diagnostic equipment is portable, and we will remove a PC to our workshop only when the problem requires more detailed diagnosis or repair. We will also offer free pick-up and delivery of PCs needing repair. To meet the growing demand for this service, we will purchase a company vehicle in the third month.

Related: 6 Resources For Start-ups Looking For Funding

We will also offer extended maintenance contracts, so that business clients can deal with technical support and repair needs as a single line-item expense, rather than having to plan for unexpected crashes and problems with a rainy-day fund they may never use. Maintenance contracts yield a high gross margin for us, and provide peace of mind for the customer.

We will offer limited software support (installation and compatibility issues), and focus on hardware and networking support – this is a vital distinction, since software is evolving much more rapidly than hardware, and our clients will have such diverse software needs that we couldn’t possibly keep up with all of them.

We will encourage clients to register their software and use the software’s own support options to their full potential. We will, however, keep up to date with multiple operating systems and networking developments, working with clients to make sure they have the most appropriate combinations of hardware, OS, networking, backup systems, and software.

Backup and security are becoming higher priorities for all our potential customers, as internet usage (and its pitfalls) becomes more common, and as more and more daily records are stored electronically.

Market Analysis Summary

PC Repair will provide computer support in both a consulting and technical capacity to small business owners as well as home PC users. Since PC Repair is currently a one man operation, its growth in the first three months will be limited by the owner’s capacity to complete work.

However, these first three months are critical for establishing our credibility and a reputation for getting the job done quickly and well. We will focus on delivering excellent service, and using the good word of mouth from this initial period to network with other potential clients.

Personal market research by the owner indicates an attractive market niche for our services, of which PC Repair will take full advantage.

Related: The Best Ways to Do Market Research for Your Business Plan

The very nature of the computing industry, with its extraordinary rate of technological development, creates a constant need for businesses skilled in updating and advising customers on computer-related issues.

National chains, such as “Geeks on Call,” and Best Buy’s “Geek Squad” have seen rapid growth in demand for these services in the last few years. Customers are seeking skilled help with everything from installation of software and hardware components, to networking, to transferring files from an old computer to a new one.

Those who can often enlist their tech-savvy children’s help, but others are not so fortunate, and small-business owners need reliable and quick help with all their computer needs, since every hour down may mean an hour or more of lost revenue, especially for any business with a website or those doing e-commerce.

4.1 Market Segmentation

The existing computer service market is so extensive that categorizing it is rather difficult. We have broken our potential market down into two groups, based on their needs: home PC users and small business clients.

Home PC User
Our home PC user market includes non-tech-savvy residents of the local area (15 mile radius), generally between the ages of 30 and 70, with at least one home computer.

We are not expecting income from users below 30, who tend to be more comfortable with technology and willing to attempt repairs and upgrades on their own, without seeking professional assistance.

Such home users generally own a computer to do email, play games, write letters, scan and print photos, and occasionally to do bookkeeping or taxes. Home PC users with more sophisticated applications generally have enough tech savvy, from tech experience at work, to do their own repairs and upgrades.

Their hardware needs will include the computer itself, monitors, keyboards, mouse, printer, and scanner.

This group is growing slightly faster than the overall population growth in our area, in part due to the increasing demand for computers among retired people and young families, about 7% a year.

Small Business Users
Small business users will provide the majority of our business revenue. The small business market will be defined as customers within a 15 mile radius, with 2 or more computers or a network which they use for business purposes at least 25% of the time.

Their business use may include minor usage, such as updating a business website for a brick-and-mortar store, keeping the books, designing graphics or ad campaigns, and writing copy for press releases. It may also be more extensive, incorporating inventory tracking, POS systems, customer databases, online product/service delivery, or product development.

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The more intensive their computer usage for business, the more critical it is to them that their technology work well and reliably, and that quality repairs and support are available in a crisis. Their hardware needs will include the same items as home users, plus servers, backup systems, data storage, and wireless networking.

4.2 Target Market Segment Strategy

Although there are more potential customers among home PC users, we expect the majority of our revenue to come from small business clients, since their need for our services is more urgent, and they are willing to invest in technology as part of their business plan.

The majority of our marketing efforts will thus be focused on small business owners. These customers typically don’t have a full-time IT person, but have full-time IT needs. Home PCs are often used by multiple people, and serve multiple purposes.

Our home PC users need help with managing their settings to integrate the different needs of all household members as much as they need technical assistance.

ComputingNet magazine recently reported on the substantial need for timely and cost-effective computer upgrades and repairs in this region; Jack Hacker has seen this market need in person, as frustrated clients waited for days or weeks for their critical components to be returned to full capacity, with no inexpensive alternative to the existing computer repair shops.

All of our clients need technical assistance, but we are also selling peace of mind: our clients will know that friendly, efficient help is just a phone call away.

As more and more companies switch their support services to automated call centers or touch-tone menus, the simple reassurance of hearing another human voice on the phone within a few rings is immeasurable. Even better is knowing that within a few hours, someone will show up and take care of their problem.

Both the software and hardware side of the computer industry continue to turn out new and revised computer components at alarming rates.

For PC Repair this means job security well into the future. As reported by the Wall Street Journal, there seems to be no end to the development of the computer market.

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Business Week expects the computing industry to grow at a rate of 12% and the processor speeds to continue to expand for years to come.

4.3 Service Business Analysis

Secondary market research shows computer service customers tend to be very loyal to providers that do good work and satisfy their needs. An analysis of PC Repair’s main competitors shows no overwhelming strengths that would be significant barriers to entry into the market, as our local competitors have serious weaknesses.

The computer maintenance and repair industry is fragmented, with a few large, national players and hundreds of small, local stores.

While most computers are actually repaired in-store, near the customer, parts for the repair come from major manufacturers and distributors; delays in receiving necessary parts can significantly slow down the repair process.

Large chains have solved this problem by keeping vast amounts of inventory in stock at all times, while local stores offer customers the trade-off of personal interaction and trust that may make up for some delay.

PC Repair has established a relationship with a local distributor to do rapid special-ordering; although this capability is more expensive than normal channels, it will enable us to quickly establish a reputation as efficient and responsive to customer needs, particularly for our small business users.

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We will leverage this customer loyalty into great word of mouth marketing and steady growth.

4.3.1 Competition and Buying Patterns

Customers choose computer repair and assistance services based on reputation, previous experience, and price. They may choose to return to a mediocre provider with whom they’re familiar, rather than try out a new unknown company about whom they’ve heard nothing.

Large stores, especially the service departments of national chains, have a great advantage simply in their affiliation with an established brand.

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Establishing our brand identity and a great reputation in the first few months is critical to our success. Once we have broken in to the local market, our great service will turn new clients into permanent clients.

Our services will be second to no one and our prices will be very reasonable for the high quality service we offer. By providing superior service, word of mouth alone will bring in many new clients. The satisfaction our consumers find will keep them coming back. There are two main competitors for the computer upgrade and repair business in this area:

Competitor A:

They are a well established provider of computer upgrades and services, and do quick work. However, they have a high staff turnover, a young and inexperienced staff, and are more interested in selling new components than in maintaining existing machines or finding custom solutions.

They do not offer any kind of pick-up and drop-off service, and do not offer on-site help. They really only offer hardware support.

Competitor B:

Smaller and less known then A, B provides many services for residents living in east and south parts of town. They are more willing to spend time with a client, figuring out exactly what his or her needs are, and suggesting new options than competitor A.

However, they have an inefficient ordering system and an unkempt shop, which deters potential customers and can turn existing customers to the competition. They also do not offer on-site services, although they are considering instituting a trial pick-up/drop-off service.

They are in the best position to copy our innovations and steal customers, but their management is complacent and may not respond to competition.

Both of these companies charge rates in excess of PC Repair; we will be able to attract the price-sensitive market without much work.

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Computers & Internet

WiFi Kiosks Sample Business Plan

Opening up a WiFi kiosk will require a detailed business plan similar to this.




Click here to view this full business plan

WiFi Kiosks Business Plan

Executive Summary

Stroll Net will provide a unique forum for communication and entertainment through the medium of public Internet access. In the first year, we will set up 16 Internet-enabled pay-kiosks in public spaces throughout Tech City, in locations frequented by business travelers and students, but with no nearby internet cafes or other similar competition. Our flagship location will be next to the downtown bus and train station, where, for less than a dollar, travelers can check email, locate phone numbers, and look up directions on any of the multiple online-mapping sites. They can also simply surf the net, as their time and budget allows. By accepting both real money (coins and dollar bills) and credit cards, we can catch both the casual browser and the traveler with money to burn.

Stroll Net is the answer to an increasing demand. Americans want access to the methods of communication and volumes of information now available on the Internet, at a cost they can afford, and in such a way that they aren’t confined to a bedroom or office desk. Stroll Net’s goal is to provide the community with a convenient and affordable way to access the Internet away from home and the office. This business plan is prepared to obtain financing in the amount of $299,671. The supplemental financing is required to begin the purchase of public Internet terminals, the purchase of an office warehouse, office equipment and supplies and company vehicles, and to cover expenses in the first year of operations. Additional financing has already been secured in the form of $10,500 of personal savings from owners Cam Piotr and Bob Green, and a long-term loan of $100,000.

Stroll Net will be incorporated as a Limited Liability Corporation. This will shield the owners, Cam Piotr and Bob Green, from issues of personal liability and double taxation. The investors will be treated as shareholders and therefore will not be liable for more than their individual personal investment of $5,250 each. The financing, in addition to the capital contributions from the owners, will allow Stroll Net to successfully open and maintain operations through year one. The large initial capital investment will allow Stroll Net to provide its clients and customers with the most innovative public Internet terminal available. A unique and innovative product is required to provide the customers with a service that is insurmountable by any competition. Successful operation in year one will provide Stroll Net a customer base that will allow it to be self-sufficient in year two.

For an investment of $299,671, we project dividends of $100,000 in year two, and $200,000 in year three, depending on cash flows. These projections are based on actual business revenues from similar start-up customers of our internet kiosk supplier in other states. In the first year, with a break-even point of $42,599 per month, we expect revenues of $727,072 and net profit of 18.5%, or $134,305. By year three, revenues will increase to $1,136,067, and the net worth of Stroll Net will increase to $610,320. Dividends thereafter will depend on cash flows; in year five, investors will have the option of being bought out by the company owners.

1.1 Mission

As the popularity of the Internet continues to grow at an exponential rate, easy and affordable access is quickly becoming a necessity of life. Stroll Net will provide internet users and business travelers alike the ability to access the Internet, via our public Internet terminals or a wireless WiFi connection away from home and the office. For a minimal fee, internet users, young and old, will be able to access the internet while they stay in hotels, wait at airports, shop in shopping malls and so on.

We look to be the leader in introducing an innovative and quality public Internet terminal to our current market. We will add value to our community by maintaining a quality product and providing a valuable service. Our terminals will utilize the most advance technologies and our staff will possess the utmost in customer service experience.

1.2 Keys to Success

As a start-up company, new to the industry, we must be focused and work hard to create an acceptance for ourselves and our products and services within the marketplace. The keys to our success are:

  • The placement of an innovative product and quality service that is able to both expand existing markets and create new ones.
  • A steady, disciplined pattern of growth.
  • The development of a good relationship with clients and customers.

1.3 Objectives

Stroll Net’s objectives for the first year of operation include:

  • The introduction of an innovative product that offers an affordable and convenient way for Internet users to access the Internet away from home.
  • The creation of a unique environment that allows traveling business people access to their own files and programs.
  • The placement of 100 public Internet terminals operating throughout the North MyState area.

For the following two years our growth objectives includes:

  • A growth in public Internet terminals placed by 20% each year.
  • A growth in revenues by 25% per year.

1.4 Risks

The risks involved with starting Stroll Net are:

  • Will there be a demand for the services offered by Stroll Net in Tech City?
  • Will the popularity of the Internet continue to grow, or is the Internet a fad?
  • Will individuals be willing to pay for the service Stroll Net offers?
  • Will the cost of accessing the Internet from home drop so significantly that there will not be a market for public Internet terminals?

Company Summary

Stroll Net, soon to be located on the south side of Tech City, MyState, will offer the community convenient and affordable way to access the Internet away from home and the office. Stroll Net’s public Internet terminals will provide full access to email, video email, the Web and other applications, such as a prepaid storefront. Stroll Net will provide clients and customers with a unique and innovative product and service. Stroll Net’s public Internet terminals will appeal to individuals of all ages and backgrounds. The ease-of-use and instructional menu will appeal to the audience that does not associate themselves with the computer age. Great locations, such as hotel lobbies and coffee shops, will provide business people with a convenient way to access the Internet and office files away from the office.

2.1 Company Ownership

Stroll Net is a privately-held Limited Liability Corporation. Cam Piotr and Bob Green, co-founders of Stroll Net, hold equal stock positions of 26% each as majority owners. Investors will receive one share of Stroll Net stock for every $6,244 of investment, up to 48%.

2.2 Start-up Summary

Stroll Net’s start-up costs will cover the purchase of public Internet terminals (our long-term assets), the purchase of an office warehouse, office equipment and supplies, company vehicles, capital to cover losses in the first year, and capital to cover any and all expenses required to operate business on a daily basis for the first year.

Products and Services

Stroll Net’s public Internet terminals will provide customers full access to email, video email, WWW and other applications such as a prepaid storefront. Stroll Net will provide clients and customers with a unique and innovative product and service.

3.1 Product and Service Description

  1. Walk-up Internet Access: Customers pay with either cash or credit card and receive a specific amount of time on the terminal in exchange for their payment. Customers can surf the Internet, check email and send video email.
  2. Wireless Internet Access: Away from the home, WiFi users can access the Internet through our Wireless Hotspots.
  3. Prepaid Storefront: An application that allows customers to purchase products such as Prepaid Calling Cards, Prepaid Wireless Top-up, and Prepaid Mobile Content (games, graphics, ring tones, etc.).
  4. Multimedia Advertising: Local, regional, or national companies can advertise using multimedia on-screen advertisements. Advertisements consist of full motion video “commercials,” picture files, or twelve advertising buttons.

Technical Specifications

  • Wheelchair Accessible
  • Front access for easy service and maintenance
  • 15.1 inch touch screen LCD monitor
  • Industrial spill and vandal proof keyboard
  • Web Camera with integrated microphone
  • Bill Acceptor and Credit Card Reader
  • Stereo Speakers
  • Wireless Router
  • Surfnet Premier

PC Specifications

  • 2.4GHz Celeron Processor
  • 40GB hard Drive
  • 256MB DDR-RAM
  • 52X CD-ROM
  • Floppy Drive
  • Windows XP Professional
  • 3-Year Hotswap

3.2 Competitive Comparison

Stroll Net will be first to place public Internet Terminals in Tech City. Stroll Net will differentiate itself from other ISPs in Tech City by providing its customers with the ability to access the Internet even when they are away from their own computer. We do not expect to replace standard internet access options (home, school, and work-based computers), but to supplement them; similar ventures, such as Internet cafes, have seen great success.

3.3 Fulfillment

Stroll Net will obtain its public Internet terminals from Supplier One, Inc. located in Vancouver, BC. Supplier One, Inc. will provide the locating service and the hardware required to run Stroll Net. Internet access and networking will be provided through Supplier Two.

3.4 Technology

Stroll Net will invest in terminals with high-speed computers to provide its customers with a fast and efficient connection to the Internet. The computers will be reliable and fun to work with. Stroll Net will continue to upgrade and modify the systems to stay current with communications technology. One of the main attractions associated with public Internet terminals is the state of the art equipment available for use. Not everyone has a Pentium PC in their home or office.

3.5 Future Products and Services

To enhance our initial product line, we will look at a newer model of Supplier One terminal that offers a greater variety of technologies. As we increase our presence in the public Internet access business, we will continue to seek out applications that will allow us to offer a greater variety of services. A key component of this will be customer feedback.

Market Analysis Summary

Stroll Net is faced with the exciting opportunity of being the first-mover in the Tech City public Internet market. The attractiveness of convenience, combined with the growing interest in the Internet, has been proven to be a winning concept in other markets and will produce the same results in Tech City.

The explosion of the Internet has been well documented. The International Data Corporation predicts that by 2004 there will be 210 million Internet users in the U.S. alone. Our increasingly mobile society manes that a large percentage of these users will access the Internet through public Internet terminals.  Research has confirmed that the demand for public Internet terminals is growing exponentially and that the number of terminals in operation worldwide will reach 434,000 by 2006. By 2007 the number of wireless Hotspots in the U.S. is expected to grow to 41,000 and generate in excess of $3 billion in revenue.
4.1 Market Segmentation

Stroll Net’s clients can be described as individual business owners and medium to large companies that provide a services to tourist and business travelers alike as well as students and everyday Internet users. Such clients include, but are not limited to; airports, hotels, truck stops and coffee shops. Our customers can be divided into two groups. The first group is familiar with the Internet and desires a convenient and affordable way to access the Internet away from home and their offices. The second group is not familiar with the Internet, yet, and is just waiting for the right opportunity to enter the online community. Stroll Net’s target market includes people between the ages of 18 and 65. According to the 2000 U.S. Census, Tech County has roughly 490,693 residents between the ages of 18 and 65. Of these, many are already internet-savvy.

Within this group, we will target two groups in particular:

  • Students
  • Traveling Business People

4.2 Service Business Analysis

The explosion of the Internet has been well documented. Our increasingly mobile society means that a large percentage of these users will access the Internet through public Internet terminals. To be proactive and remain competitive it is imperative for business travelers to have reliable high-speed access to e-mail, the Internet and corporate networks. As such, it is becoming a standard for business travelers to stay only at hotels with high-speed Internet access and public Internet terminals.

Internet terminals with integrated Wi-Fi hotspots allow users to jump onto the Internet as easily as they would use an ATM. Our Internet terminals allow the public to experience rich multimedia content, that cannot be viewed on PDAs. Internet kiosks will very quickly become a standard feature of all hotels. The growth of Internet kiosks has very closely paralleled that of ATMs and payphones. The fact that there are no public Internet terminals operating in Tech City, presents Stroll Net with a chance to seize this window of opportunity and enter into a profitable niche.

4.2.1 Competition and Buying Patterns

The main competitors in the public Internet terminal segment are ATT and BellSouth. However, these businesses have yet to establish a presence in Tech City and the immediate surrounding areas. Competition from online service providers comes from locally-owned businesses as well as national firms. Due to the nature of the Internet, there are no geographical boundaries restricting competition. However, none of these online service providers have public Internet terminals available for placement.

4.3 Target Market Segment Strategy

Stroll Net’s public Internet terminals will be a magnet for local and traveling professionals who desire to work or check their email messages away from the office. These professionals will either use Stroll Net’s terminals, or connect their notebooks to our wireless WiFi Internet connection. Stroll Net’s target market covers a wide range of ages: from members of Generation X who grew up surrounded by computers, to Baby Boomers who have come to the realization that people today cannot afford to ignore computers.

Click here to view this full business plan

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