
They are great at big picture and communicating big picture, but they need to get better at knowing what the granular level of what day to day issues our clients encounter so we can streamline toward a bigger picture.
We are still a small company. Every level employee needs to be empowered to help our customers rather than delegate. In other companies I have worked for, everyone had access to simple forms to pass along so that a customer felt taken care of instead of feeling blown off and forgotten