Does it REALLY matter whether I bank with you or not?

On Saturday, I went to the Standard bank nearest to me to exchange coins to notes. When I visited the branch, I asked the lady at the information desk if I could do this in their branch. She just looked at me and said I need to go through to the tellers. There was only one teller available and I sat in the que for almost an hour. When it was finally me turn, the teller told me that if I dont bank at Standard bank, they could not help me. I do understand that there is rules and all that. What irritated me so much is: Why didn't the lady at the reception/information ask all the relevant questions to begin with? I went to another Standard bank branch the previous day, and they helped me to get change, without asking if I banked with them. Luckily there is still friendly people out there, that helped me, without asking if I shop with them or not. They wanted my business and I will support them all the way.