What behavior do you tolerate that’s quietly costing you revenue or reputation?

Sounds like the forever battle to me! roselvaggio​ 
This is people being human and management realizing that nothing will ever be cared for or done to their level of satisfaction. As you "scale", you scale the problems and inefficiencies that were already underlining. That's why it's important to really evaluate why and what your'e "scaling".  There's house fires and then theres dumpster fires.
Either way it's more important to grow our people than our customers.