Upsetting
Friday, September 13, 2002
 
Dear Anthony,

I just wanted to let you know that it took more than 30 minutes for me to get a regular car wash at your shop the other day. I came in shortly before 3 p.m., saw that there were only a couple of cars in front of me, and figured I’d be in and out after about 10-15 minutes.
I was wrong, and perhaps what’s most irritating is that there was no appearance of hustle on the people working at the wash. Everything was nice and casual with the workers, and the people waiting for their vehicles looked like they were in a doctor’s waiting room: They were spaced-out and restless.
The wash itself was adequate, I guess, but certainly not worth the wait – or the $15 I paid.
I harbor no ill feelings toward your wash, and I will not badmouth it when given the opportunity. However, I will not ever return – my time’s just too valuable to me.
I write this because the sign at your wash read something to the effect of: IF YOU ARE SATISIFED, TELL A FRIEND – IF YOU ARE DISSATIFIED, TELL US.
Have a nice day,


Joe Smith
 
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