yeah I still don't get it because "dedication and morale" are usually primary factors for people who have this sort of complaint. In your OP your first comment about service was "didn't greet me by name" - so is that a baseline expectation in your book, or "above and beyond"?

(FWIW I find these sorts of "oh hello Mr <whatever it says on my computer> thank you for being <whatever status level it says on my computer>" greetings to be ridiculous and cringe but that's not really relevant)