- Non-leadership employees held accountable for following policies and procedures while leadership employees were not held to the same standard.
- Treatment of employees was different depending on whether they were friends with someone in leadership.
- The policies and procedures that were created were sometimes followed, but mostly not due to exceptions. There were so many exceptions to the rule, there was no point in having any rules.
- Unrealistic promises were made to customers that resulted in departmental staff having to break the rules to the keep the promises to customers. Those making the unrealistic promises were not held accountable for going against the procedures nor did leadership address this or change the procedures. So again, what's the point in having policies and procedures?