One of the things that turned it around was when I finally came to the conclusion that I [had] to go public with this and just fess up. |
We had systems going down, and in some cases, service levels were worse than before. |
We thought we were doing what was in the best interest of the public, but we [couldn't] spend a million dollars on four-color mailers, [like the unions]. |
We want to get the best, and we want to keep people hungry for our business. |