Are you letting other people talk to your customers?
At the big box pet store they have a vet's office in the back. Ask the lonely woman at the counter, "Excuse me, do you know where the leashes are?" and she'll say, "No, I don't work here."
She sits there every day, day after day, and she doesn't know or doesn't care where the leashes are? Who let her in this building, and why?
The tourist bureau of your town is spending a fortune to attract visitors, but when the security officer at the taxi stand sneers at a tourist, all of that goes down the drain.
The band worked hard to sell you a ticket, but when the opening act gets too loud and goes too long, all that goodwill disappears fast.
You may not have the authority or the control to decide who gets to talk to your customer before you do. Doesn't really matter, though, because the customer thinks you do.