Pros
The individuals within the internal team are diligent, smart, compassionate, and considerate. They are the ones who have made the challenges of being in the trenches more manageable.
Cons
It all started when the tough economic times hit, and the leadership's response was like a snowball of bad decisions. As revenue and clients started jumping ship, they brought in an "operations manager" to supposedly streamline things. Don't ask me why, but they thought cutting loose some of the long-term, dedicated employees would make things more efficient. Surprise, surprise – it just tanked team morale. To make matters worse, the CEO, who has been very out of touch to current operations, tried to fix things but ended up making it clear he had no clue how to assist in the problems being faced. Now, the remaining team members are drowning in extra work, leading to burnout, a drop in service quality, and some seriously unhappy clients. The whole mess has pushed a bunch of excellent team members out the door at rapid speed. At this rate, the company's on a crash course to failure unless something changes.
