imagine a grocery store where the owner sees line ups everyday. they could hire more cashiers but if they are the only grocery in town, AND they dont care about customers, they dont care to fix the problem and they make you wait. what does this say about the respect the owner has for his customer's time not to mention they want to keep all profit for themselves.
hire more people, create jobs, help the economy. if you are shipping hundreds a day, you can afford more people.
this is why canadian businesses like blackberry get eaten alive. the attitude is lets sit on our success until someone comes along and eats our lunch. it doesnt help that customers are equally passive " lets tolerate crappy service, lets tolerate government gun grabbing etc etc". innovate, cater to the customer