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Badly Done

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This story appears in the March 2003 issue of Entrepreneur. Subscribe »

My original intention was to devote this column to leadership and how the old rules no longer apply. Then again, neither do the new ones (circa late '90s). So what's an entrepreneur to do? Well, I got sidetracked (I'll get there in a moment), so if you want to find out how to lead your business to increased success, read "Lead the Way."

Now for what distracted me. I have often heard entrepreneurs decrying their larger (much larger) competitors for stealing their business. We have long advocated that one way to fight back is to provide what the big guys don't. That can be more convenient hours, personalized services, customer communication or a generous return policy. Or it could be as simple as good, old-fashioned customer service.

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