Pros
Ted Carlson established a successful company that maintained a strong competitive advantage as both an employer and a service provider. They were able to attract top talent and maintained steady/stable growth while leading the industry in customer satisfaction.
Cons
As soon as Ted Carlson passed away, the current leadership team that replaced him began to cut out everything that made the company successful. Employees lost vacation rollover, endured pay-cuts and were constantly short-staffed. Attrition rose to unsustainable levels, and the unqualified nepotism hires infesting our middle management responded by taking on cut-rate subcontractors wherever possible. Customers experienced unreliable technicians, exceedingly poor customer service, lengthy hold times for all issues and dramatically increased fees (late fees went from $1 to $10 in less than a year). During the pandemic the company sealed its fate by outsourcing 100% of all customer facing operations to $3/hr help from Jamaica and eliminating hundreds of American jobs across all divisions of TDS.