The Retreat House on Foliage Pond Vacationland, New Hemisphere November 15, 1986. Dr. Williams E.

Loffin 123 Main Street Boston, Massachusetts Dear Dr.Loflin: My husband and I are naturally distressed by such a negative reaction to our restaurant, but very much appreciate you for taking out time and trouble to apprise us of your recent dinner here. I perfectly understand and sympathize with your feelings and would like to tell you about the circumstances involved. The lake region for the past four or five years has been notorious for its extremely low unemployment rate and resulting deplorable labor pool. This year local business had found that the situation had deteriorated to really alarming nadir. Your letter makes us think again about the labor issue and how to tackle it. We are happy to inform that after reading your letter we have decided to bring some trained workers from other branches of the Retreat House. Workers in this region are quite over-confident and you can imagine the prevailing attitude among workers and the frustration it causes to the employers, particularly those of us who try hard to maintain high standards. October 11, is traditionally one of the busiest nights of the year, despite the fact no fewer than four members of the restaurant staff did not show up for work at last minute, and did not notify us. We are now onwards keeping a team of atleast 2 workers to be standby for every shift, as it was, we, our guest, and the employees who were trying to make up the slack all had to suffer delays in service far beyond the norm! As to the treatment you received from the waitress and waiter who attended you, neither of them is any longer in our employ, and never would have been had the labor situation not been so desperate! We are very thankful to you for have written this letter and enlightened us with the grave situation here, your suggestion at the very moment on 11th October would also have been received equally gravely, taking your time out of your schedule to write this letter is a very kind gesture from your side. Now that we are in a relatively quiet period we have the time to properly train a new and, we hope, better wait staff. Please know that we feel as strong as you do at the service you received that night was unacceptable, and certainly not up to our r normal standards. We hope to be able to prevent such problem from arising in the future, but realistically must acknowledge that bad night do happen, even in the finest restaurants. Believe me, it is not because we do not care or are not paying attention! You mention our prices. I again convey my apology for the behavior meted out to you that evening which made you feel the experience at The Retreat House wasnt worth the price. I assure you The Retreat House, as compared to other competitors in the region, has the best quality of food and ambience.

I request you to kindly consider our letter and not consider it an excuse for the mistakes committed that evening and would accept our deep regrets and apologies. We would be very glad if someday you would pay us a return visit so that we may provide you with the happy and enjoyable dining experience that many others have come to appreciate at the retreat house. We have also enclosed free discount coupons for you which would be valid whenever you wish to come. It would be our pleasure to host you again for a dinner someday. Sincerely Gail Pearson