February 6, 1999
Friendly's Ice Cream Corporation
1855 Boston Road
Wilbraham, Mass. 01095
Dear Friendly's:
I have been a Friendly's customer for many years and I hope to continue on for many more. While my grievance may appear superficial, please trust that I would not take the time to write if I didn't feel it was important. My concern is that you have abandoned your long-standing practice of serving ice cream desserts on doilies.
While I recognize that such a decorative gesture has no bearing on the quality of the dessert, it adds a touch of class clearly lacking in most franchise establishments. In the northeast it appears Friendly's has cornered the market on sit-down ice cream venues. It would be unfortunate if that edge was utilized to cut back on the trimmings that make it great. Are doilies environmentally unsound? Are doilies recyclable? Has Friendly's considered a more earth-conscious doily substitute -- like macramé? Are my worst fears true? Has the doily been banished to the dustbin of Americana with the juke joint and roller waitress? Or was this anti-consumerist policy the brainchild of some corporate bean counter who wouldn't know a Fribble from French toast? I will assume the best as I prepare for the worst.
Save the doily!
Kenneth H. Cleaver
Friendly's Ice Cream Corporation responds:
February 17, 1999
Mr. Kenneth Cleaver
P.O. Box 810
Bedford, N.Y. 10506
Dear Mr. Cleaver,
Thank you for your letter of February 6, 1999, suggesting that Friendly's use doilies when serving dessert.
Friendly's is always interested in knowing what pleases our guests and your suggestions have been passed on to the people who are responsible for such matters.
It's guests, such as yourself, who have helped Friendly's maintain the high standards that have become our tradition. Again, thank you for taking the time to make a recommendation on ways that Friendly's might improve.
Sincerely,
Joanne K. Fournier
Guest Service Representative
April 21, 1999
Joanne K. Fournier
Friendly's Ice Cream Corporation
1855 Boston Road
Wilbraham, Mass. 01095
Dear Ms. Fournier,
Please find a copy of my letter of February 6th and your letter of February 17th. It has been two months and I have yet to hear from "the people who are responsible for such matters." At risk of being a noodge, what's going on?
If Friendly's has indeed downsized the doily, might it be possible for me to obtain two -- one for personal use and the other to frame as a souvenir? Please let me know.
Save the doily!
Kenneth H. Cleaver
Friendly's Ice Cream Corporation responds ... again:
April 28, 1999
Kenneth Cleaver
P.O. Box 810
Bedford, N.Y. 10506
Dear Mr. Cleaver:
Thank you for your letter of April 21, 1999.
When you wrote to us on February 6, 1999, we forwarded your comments and suggestions to our restaurant Operations and Marketing Departments for their consideration.
After further review, at this point in time, the doilies are not slated to return. I have also investigated the possibility of having any left in our inventory and unfortunately it seems there aren't any.
We appreciate your patronage.
Sincerely,
Joanne K. Fournier
Guest Service Representative
Shares