A recent email conversation.

from Maria Fucito noreply@app.medallia.com
reply-to Maria Fucito
to Julie L___ <___@____.org>
cc Maria Fucito
date Wed, May 18, 2011 at 9:49 AM
subject Your stay at Hilton Concord, California

Dear Julie L___:

Thank you for taking the time to complete our Guest Survey covering your recent visit with our hotel.

We were happy to note you enjoyed the majority of our services. We did notice you scored us low in “staff genuinely cared for me” category. If you would please take a moment, and let us know how we could improve in this area, it would be very much appreciated.

Ms. L____, thank you again for your input. It is only through customer feedback we are able to monitor our services. We value you as our guest, and look forward to serving you the next time your travels bring you to the Concord area.
Sincerely,

Maria Fucito
Director of Front Office Operations
Hilton Concord
maria.fucito@hilton.com
925-827-2000 Extension 2240

from Julie L___ ________@____.com
to Maria Fucito
cc Julie L___ <____@_____.org>
bcc ______@gmail.com
date Wed, May 18, 2011 at 10:32 AM
subject Re: Your stay at Hilton Concord, California

Hi Maria,

I wouldn’t take my low rating in that category too personally. You see, I just do not believe that the staff of your hotel genuinely care for me as a person. Do they care for customer service? Sure. I had a great time. But since you asked how they could improve in this category, I will give some ideas.

1) I feel that a person genuinely cares for me if they’d be willing to drive more than a couple hours out of their way to see me. Especially considering the price of gas these days.

2) A person really cares if they’d slave over a hot stove to cook me delicious food, especially if they’ve never really cooked before. This shows determination, love, tenacity, consideration, and a whole host of other caring qualities.

3) I enjoy back rubs, long walks on the beach, having coffee made for me in the morning, and total honesty. The truth is that I have several pairs of jeans that really do make me look fat. A person who genuinely cares wouldn’t let me walk around looking like that, would they?

4) What would be nice but not required is if someone would take a bullet for me. Not it any vital organs because it would be kind of a crock to discover that a person loved me enough to take a bullet and then freaking died on me. I’ve never liked movies that ended that way.

That’s all I can think of for right now but I will keep you posted. I appreciate your concern for my feelings in this matter.

–
Julie L____

They still haven’t gotten back to me. Clearly they’re not as emotionally invested in the relationship as they would have me believe. Gonna go cry and eat chocolate now.