Tl;dr: 75-yo old woman attacks the employees over a sandwich, rips hair from one of them, put that hair in her purse, calls the police and dies.
At that point, two other employees intervened, and as they were pulled apart, a “chunk of hair” was pulled from the shift lead’s head, “leaving a raw area.”
Once separated, the employees got behind the counter and Grayson sat down, taking a phone call. She was seen picking up the shift lead’s hair and putting it in her bag, police said.
Thats because the full quote is always cut off. The original quote is “The customer is always right in matters of taste”, which is true. Its just been co-opted to justify psychotic customers.