Wrenn Brothers built that company from the ground up with Customer Service and Satisfaction as their goal. They believed that if you take care of the Customer, the bottom line would take care of itself. They saw Customers as People, not just a "SOURCE of PROFIT
and REVENUE.
When the "Bottom Line" takes priority over Customer Service and Satisfaction, You will see a Decline and the Beginning of the End of that business.
When you "Squelch" the voices of your employees and their creativity as well as their Talents and Abilities, you are missing out on a Wealth of Growth and profit.