Over time, the staff often gets ‘demotivated’. They come to work with their problems and ideas, and the pressure of a manager pushes them to a level in which they snap at customers.
Customers have the wonderful opportunity to go elsewhere. They can shop at other places, and they do.
All it takes is one snap in a year of smiles to send the customer through the door.
Yes, one can’t prevent all snaps, but one has to act quickly when a customer complains.
I have seen customers put down their selections and walk out with empty hands, going elsewhere.
Some have complained before they left, and nothing was done; save the loss of that customer.