Not the brightest thing to say;
No, all profits come out of the pockets of the customer.
You've misunderstood the point. You don't take on a staff member unless the revenue you gain exceeds the amount it costs to employ them. If the staff cost exceeds the revenue, you have a problem. Where it's difficult in a big company is you can't accurately assign revenue against cost, but the central principle stands, that staff are there to generate profit for the company.