OK, I'll bite.
So, I get up at 7AM and start my work for the day. It's gonna be a busy day, and, trying to cater for the customers' perceived (or preferably real) needs, I hardly have time for a coffee or lunch break, so my wife shoves food down my throat with a goose stick - at every opportunity. Customers even come from the extreme North of Norway to the extreme South where I live, specifically to talk with me and to try my boats. I sell hundreds of boats and do not have the capacity to sell even more, as that would detract from the level of quality that my customers wish for and that I think they need.
After 7 or 8PM, the shop now closed, I'm having a few hours of administration. At 11PM, I start answering emails, and am not done before 2AM, after which I'll get five hours of sleep.
Then, just as I'm to shut down the computer, an email arrives from someone who knows better, the email telling me for example that my website isn't good enough, to which I reply: "If my website had been any better, I could have sold even more kayaks, and that would mean less time spent with each individual customer. I don't wanna do that."
That same email could also have been about my lacking email response.
IOW: please do not curtly say that "ignoring your clientele is not a sensible way to do business".
It's not certain that you're a better judge on this than the shop is.
As I said: IME and IMHO, email is the least sensible way of communicating.
It's detrimental to the customers' interests, whatever those customers might believe (of course depending on the nature of the emails).