Following an in-depth review of the business from a number of viewpoints it became obvious that the most serious problem was with the Principal and owner of the business.
Although this person was well experienced in the selling of properties, it was very obvious that the principal severely lacked the skills required to manage the various employee personalities.
There were several glaring examples of lack of direction given to staff, a lack of meaningful communication with staff and a genuine inability to delegate efficiently. Staff were undisciplined.
As a consequence, staff were not working to any pre-determined standard resulting in the principal getting less than satisfactory results from several aspects of the staff functions.