February 17, 1999
Marc Lory, CEO

Dear Marc:

I am dismayed, appalled and disgusted with the cafeteria food that I had to endure over a month ago when I escorted someone for an out-patient medical procedure. Dismayed at the loss of your nationally known reputation for excellence in food preparation; Appalled at what appears to be chemically laden hot dogs glistening under the warming lights, dripping, seeping, and oozing nitrates, sulfates and preservatives; and, disgusted with what appears to be cholesterol factories, fried foods that can only generate clogged arteries and congested heart valves.

MM Hospital used to have a national recognition for your fine foods. Previously, written up in national magazines and by prominent writers for excellent food, your cafeteria has sunken into an abyss, the bottom of which has yet to be discovered. You should be embarrassed and hang your head in disgrace. As the Bard said, "Are all thy conquests, glories, triumphs, spoils shrunk to this small measure?"

Only to have some rocket scientist think he can save a few pennies by outsourcing your food services to a company who, I have been told, also services the airlines. And we all know what airline food is like.

Marc, you need to immediately:

Have your Board of Directors pay a surprise visit to the cafeteria. After they experience what everyone else has to live with, I can only conclude they can make up the cost difference of food improvement by bulk purchases of Pepto-Bismo, Rollaids, and Tums and reselling them at a markup;

Have your CFO invest in the stock of these companies. I would think it should soar after eating at the cafeteria;

Invest the funds by following the step below, after a sufficient profit has been made;

Rehire your original cooks and chefs and let them do what they do the best;

Reprimand the rocket scientist who suggested outsourcing, which in my opinion, you would serve you well;

As I am here today facing an outpatient surgery, my greatest fear is that something will go wrong forcing me to stay overnight and endure more of your food.

Let me add that in every other respect, MM Hospital provides excellent service to the customer. I have even chosen to come here for this procedure because of the quality of service I saw a month ago. Yet, it is in this one major area that you fall significantly short.

Please Marc, consider your customers, clients, patients, and staff and follow the above recommend suggestions. Thank you for your attention.

Sincerely,

Melvin Hathorn