Glad this got handled by CS. Obviously, it's much better for us both if we get it right the first time. We do make mistakes, and we count all of our 'goofs' (both the ones we catch in internal QC and the ones that make it to the customer). Errors are less than 1%, but IMO errors should be less than 0.1%! (At the current rate we f*** up an order almost every day and we don't want that!!) We do give feedback to the team on issues like this, but to make significant improvements we need to improve the process, not sack people for an error. If somebody makes a LOT of errors, and coaching fails, then yes, we will show them the door.
And we are improving the process substantially. For example, we recently put our mills on a preventative maintenance schedule, which actually will help some crush issues. You can't believe how much wear and tear we put on our poor little Barley Crushers. We're also in the process now of revamping the whole order picking process with an goal of lowering cost (so we can keep your costs low) and improving quality (so we don't f*** up as many orders).
I really do appreciate the feedback. Feedback will make us better!