Pros
Once upon a time this WAS a great company. Bright outlook. Approachable management. Good communications up and down the levels. Solid and open plan for its future. But it is simply amazing just how far from the tracks this train was allowed to travel.
Cons
The entry of safelite managers was the big push off the cliff the company had been speeding towards for the last few years. Suddenly, no one on the front lines could do anything right and no one "upstairs" cared what customers or employees had to say. Our clients see the delivery drivers far more often than an outside sales person or an inside sales person (if ever). But you told the drivers that they were a "...commodity product that was a necessary evil." Then you told the outside sales force that they were useless and not needed. Then when quality slipped you blamed the customers for "...not understanding the product." Are you kidding me?!?!? You went letters to clients saying that THEY needed to adjust their expectations or find other vendors. But you blamed the sales force when those same clients went ahead and found other vendors. Just how blind and arrogant are you? You fired the one good plant manager in New England because of "dusty rafters in the plant." Never caring that quality had finally turned positive and staff attitudes had improved. You let the best sales people in Atlanta leave the company because they "spent too much time on paperwork" that you mandated they provide. You lost fist fulls of good people in Texas over quality of product issues. --- You caused your own death. None of the middle or upper management from 2008 onward should be allowed to serve soft ice cream to Eskimos. No matter what plant location I visited the story was the same. The company was succeeding due to the relationships of the front line people, and succeeding DESPITE the very heavy handedness of the people above them.