Thread regarding Follett layoffs

A good comparison would be with one of my former employers- Borders. They tried to improve profitability by cutting the biggest controllable expense: payroll. All they succeeded in doing was diminishing customer service and employee morale. It turned into a feedback loop. The less customer service in the stores and the less happy the employees were, the less customers wanted to shop in the stores, therefore, Borders cut payroll, which decreased customer service... And we know how that turned out.