Three months ago I walked into Oakland Flyer and didn't like the atmosphere. I was looking for an airplane to rent just for fun. As soon as I walked in the door no one took a notice of me and a couple of instructors were arguing over something or the other, distasteful and loud enough for me (read prospective customer) to hear. So much for first impression. I just turned around and left. I went across the bay to San Carlos instead. Diamond Aviation. Cordial owner and excellent customer service.
I fly an L-1011 for a living and I didn't need any of that especially if I had to pay for it. There are hundreds of other FBOs who would cater to me. But again, you might have had a different experience.