It is crucial for a business owner/manager to listen to the patrons. There must be a way a customer/ client can contact the Owners/Administrators and make them aware of problems.
If there is no ‘direct’ route for this communication, it is likely an ‘indirect’ route will be adopted.
For example, this customer is annoyed by a product (or the lack there of), a protocol, etc. If this customer can contact whoever is ‘in charge’ and have their issue dealt with, that is the end of the issue.
If the customer can not, the alternative is telling other people, potential customers, about the faults of the business and the lack of response of the managers.
One of the tragic realities is that if the people in charge do not address issues, they may soon have no business to manage.