What happened to guest sevice?

I worked at Menards from 2008 to 2011 and they used to preach guest sevice. We were supposed to greet every guest and ask them if they needed help. They had secret shoppers quarterly.

Now, I walk around Menards and everyone is just working freight and I'll pass a dozen workers and everyone will try and look the other way. Never acknowledged.

Yet, now everyone wants raises and to unionize yet you're just freight workers making twice as much as the full timers 10 years ago. If I didn't know the store it would be a struggle to find things and get help.

I don't get what happened to the guest sevice...