I find it very strange too, but I find it even stranger that management mostly continues to tolerate it. A business has the right to refuse service. If someone

I find it very strange too, but I find it even stranger that management mostly continues to tolerate it. A business has the right to refuse service. If someone is abusing your staff, why not kick them out and ban them immediately? Public shame is the best cure for bad behavior, and staff will be loyal a manager who has their back. Instead of that, assholes mostly seem to be allowed to keep on being assholes until they get to the point of physical violence.