The Well Restaurant Services Appreciation Letter

Nelsen Elsholtz                                                                February 6, 2014        

304C,

3212 University Way

Kelowna, BC

Canada V1V 1V8

Dear Mike Ouellet,

My name is Nelsen Elsholtz and I am a student here at the University of British Columbia – Okanagan campus. I’m currently in my second year of the Management program.

        I am writing to express my appreciation for the way you do business at The Well restaurant. I ordered a meal, which took a bit longer than usual. As soon as I grabbed my burger, someone bumped into me and I accidently dropped it on the ground. Your employees not only replaced my burger but they also gave me a free drink to compensate for the long wait. I find this a very good policy to have because customers are the people who keep a business alive—without them they wouldn’t exist. I found your employees were very empathetic to my situation and respectful of my time. I also observed your employees were very efficient in their roles and demonstrated great teamwork, cooperation and respect for one another. They all carried out their tasks with skill and seem relaxed, and self-assured while doing so. Overall your employees gave off a very positive energy that would definitely make me want to come back in the future. I have ordered from many similar restaurants in the past and they always seem to do the bare minimum for their customers. I have rarely been satisfied with customer service experiences but yours was a nice change and so I am grateful for that.

        I will definitely be coming back in the future and I hope you keep running your business this way because I guarantee you will continue to have many more happy customers like myself. Thank you.

Sincerely,

Nelsen Elsholtz

Nelsen Elsholtz                                                                February 6, 2014        

304C,

3212 University Way

Kelowna, BC

Canada V1V 1V8

Dear Petrina Palazzo,

My name is Nelsen Elsholtz and I am a student here at the University of British Columbia – Okanagan campus. I’m currently in my second year of the Management program.

I am writing to express a complaint regarding my last experience purchasing food at The Sunshine Cafeteria. I bought a wrap and got myself a cup of water from the pop machine (which is free) and when I went to purchase the wrap, one of your employees immediately charged me for the water, assuming it was some kind of soft drink. I told her it was just water and she told me she couldn’t reverse the charge because it required the Manager’s code. She told me I should just get myself a soft drink or candy bar as compensation, but I was not happy with this solution because I don’t like to have either of these items in my diet. So essentially I was being forced to pay an extra two dollars simply because this employee did not want to go through a bit of extra effort to reverse the charge. I don’t know about you, but I think the customers should ultimately be getting the final say because they are the ones that are keeping the business alive. I was also not happy with the tone she was using with me–it didn’t make me feel very comfortable or welcome in the cafeteria. I have been to many restaurants where employees will do a lot more to help compensate an employee who has a legitimate complaint like my own. I’m sure I will be returning to The Sunshine Cafeteria in the future but I was still very unhappy with this experience and it has made me more cautious about wanting to return.