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Its the economy stupid :)
When the economy gets better, there are fewer people looking for work.
That means that the employers cannt pick and choose the best. they need to take what they can get.
from 2000-2003 I swa a lot of well educated, clear speaking, kind, cheerful, helpful (almost boyscout material) people working in a lot of %$%$%$%$ service jobs.
Now, as the economy turns, the smart ones have gotten back into higher paying work. the cruft is left to continue in the crap jobs and they employers cannot find enough replacement help to cut them loose.
It makes me feel better when the service at BestPray/Compblew$A goes in the crapper. that means my job is more secure.
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