Gradually, Second-in-Charge and I are identifying sources of all evils that have been causing us this nasty, sudden rush of sub-quality work. Immensely difficult to get to bottom of it all, as always.     Complaints themselves are a mixed bunch – one moment a customer will be complaining about something genuinely heinous we have done, the next they will be complaining about something completely unjustified. Sometimes it is the end user who, having been subject to a completely unreasonable mark up from our client, is expecting something in a completely different league. This is always a particularly tricky one – and one of the downsides of not having a recommended retail price list.    In addition, we’ve definitely got some rogue staff – anything from sheer incompetence or laziness to booze problems. A really good system of monitoring all complaints (internal and external) would help but, needless to say, the person responsible for this is on my hit list and it hasn’t been maintained as well as it should be. Stress, strain and shouting in all directions!

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