Is it normal to scare customers these days? Well, ...

Is it normal to scare customers these days? Well, the lady of the older age at the reception definitely shows a disrespect that does not lack insulting cheeky behavior.

My recommendation for such behavior would be a behavioral warning and therefore a mandatory seminar for good behavior.

However, if the behavior - the receptionist - reflects the real, unchangeable personality, then she is unreasonable for your work and therefore out of place.