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I don't own a business and not sure I could.
But as you know, Pete, there are several other businesses out there that claim to do what you do. In the end they can just copy the product and be nearly equal.
From my experience, service is what will always set you apart from your competitors. Outstanding service is much harder to duplicate than the product itself. At some point you can't have a better product as too many will simply try to copy you.
Premium service for premium products.
That said, retribution for a PITA customer is probably seeming like a good alternative. But I think you know better.
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"Speed, it seems to me, provides the one genuinely modern pleasure." - Aldous Huxley
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