CBE services several hundred customers a year and, over time, not everyone is going to be happy.  Our customers are incredibly understanding and appreciate that 40+ year old machines (and even older mechanics) often take some time to get dialed in properly and, even so, can still have issues.  And yes, we make mistakes…plenty of them.  But our company culture is to collaborate, do in-house QA checks and balances, and strive to improve continuously in our craft.  We – and our customers – have seen the benefits of that approach over time.  Looking back, however, we have disappointed customers when we have not managed expectations properly and/or did not make the necessary arrangements to have the customer on site at CBE to review hi-end work that ultimately did not meet their expectations.   Thankfully, major screw-ups are quite few and far between.