Ken McGuire posted a message where he expressed his displeasure on Border's
handling of Naxos inventory.

I am also getting increasingly fed up with Borders, Towers, Blockbuster,
etc.  Chain stores do offer significant advantages over owner-run
establishments.  They primarily consist of greater volume and lower price.
But, consumers pay a very high "price" for these advantages.  Service
across the board tends to be poor:  it is not individualized, responsive,
considerate, or responsible.  Why would it? You deal with employees who
do not have a immediate financial stake in the company.  Also, all major
decisons are made on a regional or national level, hardly a process that
will pay attention to the individual.

In chain stores, the employees are either lacking in knowledge and
insight or, in those cases where they are very good, decision making is
out of their hands.  At the local Blockbuster Music, the primary classical
department manager is personable, loaded with knowledge, and ready to do
a good job for each customer.  However, the classical inventory keeps
shrinking, and the new release section is now minimal.  The employee in
question used to get very frustrated about it all.  Now, he just shrugs his
shoulders and goes through the motions.  Bureaucracy can cut anyone off at
the knees.

Don Satz
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