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 want to get the best, and we want to keep people hungry for our business.

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].