Whirly.
I agree entirely with your proposition: the customer/student requires service.
We have been debating issues around mechanism: surveys, etc.. The central issue, though, is to manage the perception created of GA in such a way as to make it an attractive proposition for many differing types of people.
Of course there will be those who seek a nostalgic experience, just as there will be those who seek, at, perhaps, the other end of the scale, an experience redolent of the latest technological aids. Both should be encouraged, with all those who lie between the extremes. They will not, however, be encouraged by a laissez-faire attitude, by poorly presented facilities, by a casual attitude to punctuality, by a similarly casual attitude to the techniques of teaching and human communication, etc., etc..
These items are not necessarily expensive to improve, but, if the activity is to continue and grow, must be addressed.