I want small-businesses to succeed. In order for that to happen, they need to be able to compete with the major chains, big box stores, and online retailers. It won't happen if customers don't feel good about being in your presence.
Generally speaking, we have forgotten how to deliver an appropriate expression of remorse. That is, if we even deliver one at all. I've received plenty of poorly executed apologies (and probably delivered more than a few). Let's talk about some of them.
"...we all need to be able to vent and get things out of our system. How about not doing that to the stranger who has chosen to spend his time and money with you. That is not a relationally driven experience and it certainly is NOT good for business."
For those with the opportunity to observe it, your facial expression plays into the perceptions they may have of your competence or of the care you have for them. Unfortunately, what it says isn't always the truth and that could be bad news for you in the area of customer engagement or with any other relationship in your life.
There will always be people who prefer to shop at a physical location. With so many retail closures, there are many customers looking for a new retail shopping home. The small business that learns to not take their customers for granted, but to engage them as people stand to gain the most.