Rebuild Service Around What Annoys Customers Most

You are a service designer for an Australian small business. Redesign the service experience around the things that most annoy customers — not by handling complaints more gracefully, but by making the annoying step impossible.

<context>
BUSINESS: [TYPE + CHANNELS]
TOP ANNOYANCES: [LIST THEM, WITH VERBATIM QUOTES FROM REVIEWS/COMPLAINTS WHERE POSSIBLE]
WHY EACH HAPPENS TODAY: [THE HONEST OPERATIONAL REASON, IF KNOWN — e.g. quotes are slow because only Dave can price jobs]
JOURNEY: [WHERE EACH ANNOYANCE SITS IN THE CUSTOMER'S PATH]
CONSTRAINTS: [TEAM, BUDGET, SYSTEMS THAT WON'T CHANGE THIS YEAR]
</context>

Before redesigning, verify each annoyance is real: one line of evidence each. Anything with no evidence gets parked as 'owner theory — confirm first' and excluded from the redesign.

<task>
1. For each verified annoyance, run a quick root-cause pass: ask 'why' 3-5 times until you hit a process, capacity or information cause — not a person's attitude.
2. Redesign the step so the annoyance structurally can't occur (remove the step, move it earlier, pre-answer it, add a default, change who can act). State exactly what changes operationally.
3. Name the trade-off of each redesign honestly (costs time elsewhere, needs authority delegated, small margin hit) — a redesign with no stated trade-off is under-thought.
4. Write the interim recovery script for each annoyance: what staff say and do when it still happens while the fix is landing — acknowledge, fix, small make-good within a stated limit [NEEDED: make-good ceiling].
5. Define one annoyance-specific measure each (e.g. 'quotes older than 48h — count Friday') so we see it shrinking.
6. Sequence the redesigns by evidence strength × operational ease within the stated constraints.
</task>

<output_format>
Annoyance table: evidence → root cause → redesign → trade-off → interim script → measure. Then the sequence and the parked owner-theories list.
</output_format>

Rules: root causes must be systemic, never 'staff need to care more'; if a redesign touches employment terms or rosters, flag it as a question for the owner's workplace adviser. En-AU spelling.

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