Yeah my read is they were having some internal issues and were overloaded. On top of that they hadn't done many projects like this.
Management threw it out to the floor and the floor ran with it like every other job. Feedback went to management but the people doing the work didn't really understand that this client was not like their other projects.
I've been on the other side of this where one bigger client changed the game and we didn't adapt as we were used to things at a different scale. We didn't clean up the mess we inherited fast enough. We didn't put enough resources on the projects and we failed to live up to expectations. We were used to smaller tasks with more limited scope.
Management threw it out to the floor and the floor ran with it like every other job. Feedback went to management but the people doing the work didn't really understand that this client was not like their other projects.
I've been on the other side of this where one bigger client changed the game and we didn't adapt as we were used to things at a different scale. We didn't clean up the mess we inherited fast enough. We didn't put enough resources on the projects and we failed to live up to expectations. We were used to smaller tasks with more limited scope.