When I arrived at the counter for my pre-booked appointment I was told that the person responsible was still on her break so I’d have to wait, not happy but I waited about 10 minutes and she arrived. Then she asked my name and typed it into the computer and told me that they didn’t have my details because of a new computer system and in short she had no idea why I was there. She then did a demonstration half heartedly and surprise, surprise I bought nothing!
The next time I went to buy make-up I was looking for something specific and went into John Lewis and looked at every department except the Bobbi Brown one where I got such bad service, in fact I’ve resolved to never buy anything from them again because they obviously couldn’t give a stuff about their customers!
Its said that when you have good service you tell a couple of people about it but when you have bad service you tell about 10 times as many people about it, the people you tend NOT to tell are the ones that actually provided that bad service, including me, I was tempted to write to John Lewise an express my disatisfaction at their Bobbi Brown department but I didn’t, I just voted with my feet and shopped elsewhere.
It takes a huge amount more time and effort to convert a stranger into a customer but only a small effort to get a current customer to spend more money with you - so make sure you take care of the current customers you have 
))
Claire xox