This reminds of a news story I distinctly remember about Circuit City from a few years back. They fired their senior sales associates and hired cheaper presumably less knowledgeable workers to cut costs. They were already on the way out at the time but I have no doubt this sped up the process as it signaled to their customers that experience and knowledge aren't a priority so much as the bottom line.
http://www.usatoday.com/money/industries/retail/2007-03-28-c...