My husband reports the truly horrible service to the CEO if it is a large company. But he also reports the truly great service. I think we should be more proactive and report the great service, selection, classes, etc., then we can also report the bad. You could even say so(that we compliment as well as criticize) in a letter, reminding the shop owner that you want to have a great LQS, but if they don't change, they will not be it, and may not even be around. Let's hope that maybe they don't see or understand how they are coming across to customers.
Susan