Harry and David – “Remember Henry Ford's "First Rule of the Industrialist"”

Pros

Good health benefits, nice treats in the break room. The call center has a pleasant atmosphere, and the people who work there have high espirit de corps. During the peak season the call center staff pull together to overcome obstacles and achieve production goals in a true spirit of teamwork.

Cons

Long hours during Christmas season, pay below living wage, too many incompetent senior managers who are being paid far more than they are worth. The company relies heavily on the experience and skills of its year-round call center staff to meet sales and service goals but does not reward them adequately for their contribution.

Advice to Senior Management

Clean house. Dismiss the deadwood in senior management and bring in young, fresh blood with new ideas, who are willing to earn their keep rather than fill a niche. The company needs to divert more wages down toward the employees who are the company's strength to halt attrition of the most experienced year-round staff upon whom the business depends during peak season.