I am an owner of grocery shop and for me it is super easy to have a talk with my clients or to observe their behaviour. Somebody don't like our goods or service

I am an owner of grocery shop and for me it is super easy to have a talk with my clients or to observe their behaviour. Somebody don't like our goods or service, somebody use to fall down before even entering because tiles on stairs become slippery on winters. Somebody use to steal something as expensive as possible without any real needness. Well, software business is different but find a way to get some talks with your clients and try to find a way to observe what they are actually doing (please look at people but not spyware trackers).