Why have businesses started keeping diaries of all their conversations with their clients?

I got weirded out that somebody I went to for the first time for nails last year remembered our exact conversations.

Spoke to my husband, he said his barber also remembered stuff about our kids and he has only been there a couple of times too (mostly does his own hair at home)

It's very clever to retain clients by seemingly remembering everything, but, how spot on it is is also a little creepy and I'm finding it a bit off-putting! 😂