Pros
Some hard-working people at branch level who genuinely care about customers. A few pockets of talent trying to do the right thing despite the environment.
Cons
The organisation uses the term “transformation,” but in practice there is little understanding of what meaningful transformation requires. Strategic clarity is missing, and change initiatives feel directionless. Key operational functions—such as accounts payable—have been reduced without a clear plan, causing long recovery periods and knock-on issues across the business. Decisions often seem reactive rather than strategic, leading to repeated cycles of avoidable problems. Very limited focus on branches or customers, despite these being the backbone of the business. Branch teams feel unsupported and disengaged, and customer experience suffers as a result. Communication from leadership lacks transparency and consistency, making it difficult for teams to understand priorities or future direction.