Translation: Failure of those within your organization to communicate with each other.
Failure to understand that when communication is clear, thorough and consistent everyone benefits, when it isn't everyone loses and the company's reputation is impugned.
Create an environment in your area of operation as an example to others, when everyone works as a team the results can be outstanding, and when they don't, disastrous would be a better description of the end result. Nowhere is this more important than when you are interacting with the public and the trade. This is not brain surgery, just do it!