:) on the "we" comment... That is one of the nicer things I've heard lately! :P
And I understand the balance is an issue, I hope that whoever is in charge takes the time to read this post's comments. The frustration is real and even if its based on lack of information, it still is a negative overall nonetheless.
And you are doing a great job of helping to understand and communicate. I wish we have some people at the top that were just like you. If you want a job, I can campaign for you to get the role of "Customer Relations"... ;)