They type “coffee near me” at 7:50am on a Tuesday, standing on a corner with a phone in one hand. They will not scroll. They tap one of the top pins, look at the photos, check the hours are right, and walk. That decision took eleven seconds and you were not in it.
The frustrating part is that your coffee is genuinely better than the chain that got them. You buy properly, you dial in every morning, your staff know what they are doing. None of that is visible on a map pin whose last photo is from the summer you opened.
So they become a regular somewhere else. Not because they chose the chain over you, but because they never compared. And a regular is not one sale you lost, it is four a week, for as long as they live there. That is the maths that makes an empty Tuesday feel worse than it looks.
Meanwhile the review from the morning your grinder died and the queue went out the door is still sitting there with no reply, and it is the first thing the next person reads.