The CEO/owner is very ineffective, despite founding the firm. He holds his cards very close to his chest when it comes to sales, and though he's effective at bringing in new work, those projects are not passed on to the production team effectively. The statement of work is a single sentence stating the company will build a website or web app for the client, and the estimates are done based on the number of pages to be designed/built, instead of the features themselves. Therefore, there are constant cost overruns, at no fault to the designers or developers.