I read "The Onion" daily and just ROARED over that story!!! I still remember when the Edmondson resume story was in the "American Voices" piece. If you want to check it out, go to The Onion and search under Edmondson's name under American Voices.
Thanks for an interesting story. One thing Day and everyone else fails to mention is this - people don't react well to seeing their co-workers lose their jobs. In the story, he says RSH will be fine if people just keep doing what they do. Well you can't keep stepping on people and expect a thank you to come from their mouths. Julian Day says the customer service is as good as DMV. Well what does he expect when benefits are cut and jobs are lost? Maybe it will get better?