I dunno. I don't view buying beer as an experience. I go in, pick up the beer I want, pay for it, and then leave. If the person working there wants to shoot the shit, then I'm down. And in a couple of instances if I genuinely know the person then I'll have a chat if neither of us are in a rush. But otherwise it's in/out, and it's rare that I would need to ask a question. Thinking about it, what questions would a bunch of beer nerds need to ask at a store? I doubt it's going to be something like "what is a stout" or "I've tried SNPA, can you recommend another pale ale". I imagine it's more like "did Mexican cake come in yet" or "do you have any Parabola". So not defending it - but I guess if that's the case I can see where the "poor customer service" can creep in.