The Kinko's Threat

Lisa Lee, another former Kinko's manager, agrees.

"Part of my reason for leaving was they seemed to lose their focus on their customers as well as their employees," says Lee, now manager of copy services at Wake Forest University, in Winston Salem, N.C. "They were definitely focusing on the money."

The way they did this, she says, was to offer very low prices for copying, and then raise the prices next time.