Not long ago, I went to the P.O. at opening time, and waited 15 minutes until we started banging on the door. Patty Royal stuck her head out, yelled at us for disturbing her, and slammed the door again. Ten minutes later, she deigned to grace us with her presence at the service counter, while telling us how lucky we were to get any service at all. How far would your business get with that service?
BTW: if the staff knows the auditor, doesn't that affect the service? Like having a restaurant reviewer spotted, the staff fawns all over them.