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What happens is that the people starting up the business and get it going understand how to run it and keep their customers happy. Things go downhill when they have other inexperienced people come in and try to run the place. This happens whenever the original guys sell out or semi-retire from the decision-making. In iBill's case, they were started up by a management team that did a great job building up the company. They were later replaced by a team that was mostly focused on preparing iBill for sale.
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