“Profits are related to customer retention. Customer retention is related to employee retention. Employee retention may or may not be related to benefits, but benefits could be part of the package that causes people to stay and -- by the way -- engage in discretionary effort. ... If you go into any organization that's customer-facing, you can tell in five minutes when the employees are feeling abused. They retaliate on the customers.”
“You can never cut your way to success. How would those analysts like to be treated like they think (Costco or Starbucks) ought to treat their people?”
