Not bad, but lost their edge. Products are still good. Service staff is maybe lacking training? Maybe sharp help is hard to find? Whatever, management needs to become involved in developing a cadre of well trained, well motivated team members.
And, you don't develop those teams with loud voices or meanness. Selection, training, development, encouragement, followup, continuing training. And, if necessary, release one that won't take the responsibility. You can't train out bad attitude.
I hope you get on it - and, keep pouring that good coffee.
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