This conversation makes me wonder (again...) how Games Workshop actually views their product now. Their company literature still refers to "the hobby", but so much of what occurs at the B&M level makes me think they now view their product as an ultimately disposable commodity and that inconsistencies in this view are at the root of the negative atmosphere in some GW stores.
Companies that succeed at selling hobby goods work hard at nurturing their customer base because it effectively turns their customers into a renewable resource. Many hobby companies target a range of people within their respective markets, from curious newcomers through to the experienced and heavily invested. The anecdotes about "veterans not buying stuff" are starting to pile up. This begs the question: if a veteran keeps returning to the store but does not spend money, what can be done to get the veteran to part with their money? Their money is as good as the next person and a person who receives bad service is allegedly something like ten times more likely to tell others about a negative experience than they are about a positive experience.