Because it's such a nice place to work and they care about the people they hire, upward mobility is pretty limited unless someone quits or retires. No one gets fired unless you make it obvious you want to be fired. So if they hire someone who does a poor job, then it's up to the others in the department to pick up the slack as they're not going anywhere; ever. Because of all this, there is an air of compliancy as working harder doesn't get you any further ahead. As long as you don't really mess up, you won't get fired. They need to hire a few more people as there isn't enough hours in the day to process your work flow, investigate everything properly, and call everyone you need to. Most management positions are filled from outside candidates so there appears to be a glass ceiling for as far as you can go. Management positions are limited as they're a small/medium sized business with little to no desire to expand their market share.