Well that is on your MD for failing to explain the procedures and expectations without losing his cool. It should be trivially easy to explain, along with target reset, painting steel, scoring, picking up brass, etc. Folks are more likely to help, volunteer, etc., when they understand why and how it benefits them and everyone else.
And the idea that "Sounds like neither of you get that", merely, for trying to offer an explanation to the OP as to why someone gets a discount and someone doesn't, wow. Fortunately non of my clubs make people unwelcome for asking questions.