H-L is a third-rate company in various respects. It creates much of its own problems and usually fares worse than top competitors during economic downturns. Competence levels and professionalism among staff and managers are generally not very high, and the work processes are not well-conceived or organized. (For example, key customer service functions are split between local offices and remote service centers in India, resulting in endless confusion and frustration for both staff and customers. Also the simple act of billing a customer on a shipment involves several departments, even different offices around the world, and resolving a dispute can drag on for months and sometimes years.)
