It's probably as simple as Grafs doesn't have the dough or the inclination to hire extra bodies. If you hire someone, even a temp, they're going to need training. That costs. If the crunch is expected to be short term, they may decide to take the hit on fulfillment rather than hire and lay off at the end of the boom.
I worked for a company that went through this. Mgt went from guaranteed fulfillment in 24 hours on all orders(which they were not hitting anyway) to 2-tiers. Regular shipments were fulfilled as they could be handled (usually 2-3 day fullfillment). If a distributor wanted faster they could get 1-day turnaround for an extra charge. Our distributors ate that up, because 90% of our stuff was not ordered to fill immediate needs anyway.
