For example, when I came in here, post offices were closed at 5 o clock. People really wanted them open later, but we had rules that sort of said you work from 8 to 5. A lot of people have to be at work at 8 o clock, and they want to drop their mail off on the way. You have to allow your people to tell you what your customers want. When you talk to your employees, in addition to talking to your customers . . .
Employees understand it.
We made TVA very efficient. When I went there, they d had rate increases for 22 straight years that averaged 10.4 percent a year. There were companies that were leaving the Tennessee Valley because the cost of power was going up so much. So we did make that operate as efficiently as a private business. At the Postal Service we ve done the same thing.