I'm puzzled by this continuous reference to 'prospects'. At which point in our busy and exciting lives did customers become 'prospects' ?
Once someone walks thru' the door of your business they are a customer. They are not even a 'prospective customer' unless they are outside your business. If we use innaccurate descriptions there is a tendency to provide misleading justifications and excuses for poor or non existent service.
For the guilty among you; don't dig your heels in just because you're the boss and you wish to show your exasperation. Offer your time and a smile to those coming thru' your front door. Your business will be the beneficiary.