Akiko sent a message to Fabrizio Freda - President and Chief Executive Officer of The Estée Lauder Companies - Email Address that said:
To the Bobbi Team~
This past August, my mother and I decided to make an appointment at the Bobbi counter inside the Mall. Our intention was for me to try on certain makeup colors which I had planned to wear to my wedding the following month, in September, and for her to keep me company and offer a second opinion. We showed up and met with Gayle, a lovely lady with impeccable makeup, which made me optimistic that I was in good hands.
Being a natural redhead with pale skin, freckles, and large eyes that are slightly on the closer-set side, I know that I am not the easiest case for a makeup artist. On the other hand, my physical nuances make it quite simple for me to gauge the talent of an artist. Gayle was, hands-down, the most talented makeup artist I've encountered. She needed no direction, knowing instinctively that if she lined my eyes all the way to the inner corners, I'd end up looking raccoon-ish. She found the perfect color for my skin-tone, rather than trying to darken my entire face to match the color of my freckles, as is sadly the approach that many of the less skilled have taken. (Inevitably leaving the awfully mismatched chin line)
Gayle explained each item of makeup she was using as she went and taught me throughout the process by applying the makeup to one side and afterwards having me mirror her on the other side. She took time explaining everything- why the foundation lasted as long as it did, how the different brushes affect the results, why she chose certain products for me, over others. I have never encountered such incredible customer service. She took her time, made me feel beautiful and was a joy to talk to (had myself and my mother laughing quite a bit).
Apart from Gayle, who I can't say enough wonderful things about, your makeup was wonderful. Gayle mentioned that everything she was using on me was long-lasting. This is touted by many makeup companies, often enough, so I wasn't necessarily expecting what happened next. I ended up having quite the long night that evening. I went home and worked on my wedding planning for hours. I feel asleep notebook in my lap and awoke the next morning with it looking as if I'd just applied all of my makeup! I even took a picture and sent it to my Mom who was also amazed at how my makeup looked the next day!
Prior to making the appointment at Bobbi Brown, I already had a good deal of makeup in my arsenal. I'm not talking drug store beauty trends; I'm talking Trish McEvoy, Urban Decay, NARS and MAC. I know good makeup and I've always believed that you get what you pay for. Being less familiar with Bobbi Brown, when I made the appointment I was truly just looking for someone to show me how to create a new look and I thought that I'd probably purchase maybe three or four items. Had it not been for Gayle, we never would have purchased every single item she used on me, but that's exactly what we did- and it was hundreds of dollars worth of makeup, probably about 50 items or more.
When I mentioned to Gayle that I was a bit overwhelmed at trying to remember for the wedding everything she did to create my look, she told me she'd send me instructions in the mail. Not expecting much, just a few days later, I received a packet with step by step instructions and drawings which detailed everything she did. It showed me which brush to use with which makeup, the order to apply everything, the technique she used. I could never remember it all had it not been for that. I was blown away.
So, you may be wondering why itâs January 2016 and Iâm writing to you now. Well, after the wedding we bought a new house. We packed up and renovated our old house for sale. We took a cruise and I had a new opportunity and much training for moving forward in my career. My husband's business is soaring, which is wonderful, however he is so busy that on top of my career, Iâm working for him as well. All of this to say, life can get in the way sometimes. But when a BIG thank you is in order, one doesn't forget.
The experience I had with Gayle is one I will never forget. The piece of mind she gave me for that one aspect of my wedding was so appreciated. Not only is she talented, nice to talk to, and patient, but she believes in Bobbi Brown and she believes in the products, and it shows in every single way. People who truly care about their work, who aren't afraid (or are too apathetic) to take the extra steps to turn a nice experience into an extraordinatory and unforgettable experience are rare. People who not only care about their work but who truly care about the people they are serving are even more rare. You have someone very special in your company and not only do I think you should know, but I wanted to say thank you to her in my own special way.
Sincerely,
Akiko
