I work at mtac and I think it was not developing any platforms until we started to go in the red.
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1) Hiring out to the Philippines. In theory it saves money but no one wants to talk to someone in another country! Not customers, not reps, not members, no one!
2) Buying that big corporate office in downtown Chicago to attract "top tech talent", guess whomever was between Rob and Scott and also Topper has never driven I-294 between O'Hare airport and Gurnee IL, lots of tech companies and big name firms that have IT departments.
3) Micromanaging directors and managers. Only one senior manager in FTD worth a hoot and that's the one that's in Personal Creations in Woodridge. I got in trouble in MS for calling a EVP and was told that I couldn't be trusted answering phones anymore because what if the CEO found out? All they care about is making their numbers and kissing up to the CEO.
4) Revolving door of management in the call center.
5) Hiring temp employees in the call center who are literally off the street and have no respect for anyone.
6) Insane shipping costs! I worked at another flower company and their fees are way less than FTDs.
7) No hassle policy! Great way to bleed cash. The customer gets their flowers for free if they complain and the member gets stiffed.
8) Treating their members like garbage. Getting charged left, right and center.
9) Being treated like you're in prison about breaks and lunch overages. God help you if you get sick in the bathroom, which you will with all the stress that place puts you through. I got so stressed out I went to the hospital thinking was having a heart attack.
I left in April and haven't looked back. I miss my friends there but I don't miss the toxicity! Best of luck to those still there
Arrogance? Just because they claim to have been in business 100+ years means nothing. If customers are unhappy then the company will eventually lose. Maybe not in the short term but it will be death by a millions cuts eventually.
Not being innovative