1. They need to hire a customer relations consultant for each different market. While certain things are universal, others clearly are not.
2. Don't insult our intelligence. They already know what people have be saying they want. They want lower prices, larger stores which provide gaming space, not to get the hard sell every time they walk in the door, and by in large balanced rules.
3. Quit insulting large portions of your customer base.
My commentary is based only on the United States where we don't have lots of clubs or private locations for gaming. We play at our points of purchase which is why we prefer independent stores to Games Workshop which continues to try to sell its wares in matchboxes, not provide gaming space, hard sell everyone who walks in the door, and do not provide bits. Our scene is often driven by friendly, local tournaments and the drive by Games Workshop to get rid of tournaments or discourage them has managed to drive down local gaming. For better or for worse, the tournament is part of the American psyche. It seems odd to alienate a large part of your customer base by talking about them as if they are the plague.
If you want to be a niche market and not cater to certain people, then by all means don't be surprised when those people take you up on it and find greener pastures.
*Oh and get it through your head that the United States market isn't made up of kids and it probably won't be anytime soon.