For a business owner, perhaps this insight from a customer's perspective, will make a lot of sense.
When I deal with a business, if an employee makes a mistake,or treats me badly, I am much more forgiving than if the owner or manager does the same thing to me. I hold the owner or manager of a business to a much higher standard. Here are my 'for instances.'
1. Manager at one Joann Fabrics location yelled at me and treated me horribly. I didn't go back to that location for many years and I told all my friends to not go there. The nasty manager is now gone, so I sometimes go there, but every time I walk in that door, I think about the bad experience I had.
2. Furniture store. The delivery guys didn't want to take the sofa through the kitchen as I asked, so they decided to remove the door stop on the wall. The sofa was too wide for that next doorway, it pushed the door against the wall and the knob inched through the wall. We called the store to report it and the manager showed up at my house and stood in my living room,telling my husband and I we were liars and yelled at us. We tell every person we know to not shop there.
3. We had some kind of problem at a restaurant with the waiter. The waiter thought we were causing a problem and reported us to the manager. The manager came over to ask us what the problem was and we told him that the server was being nasty when we asked for one of the meals to be remade (some kind of problem, we were very polite.) the manager actually apologized, gave us the meal for free. The server was let go for (I'm assuming this was not the first time) and we continue to go to that restaurant. That was 6 years ago.
I've also been to stores and such where the employee has not treated me well, but I realize that person is just one employee and has no power, so I still go to the store. In fact, my exterminator has an employee that I cannot stand, but I like the owner and his son, so we continue to use their services, and I even have two friends whose husbands are exterminators, but I still use this other company because the owner has treated me so well for many years.
I've also dealt with other small businesses where the owner is arrogant and thinks they are better than me, and treat me like an idiot. I never go back.