There is a culture of spending too much time creating internal processes, running EOS, rocks, and projects compared to client work. This situation is getting better yet needs improvement.
Due to the size of the agency, some roles require wearing multiple hats and carrying extra responsibility which has some people spread thin. Unfortunately, those being spread thin produce solid work yet not amazing and with some leadership responsibilities being squeezed. Hopefully, growth will resolve this issue.
There is an opportunity for the ownership board to trust and allow the current leadership to run the agency. All great intentions yet will not best serve the agency in the long run.