Monday, January 31, 2005


Dear Manager of the movie theater I went to this weekend,

I must admit that it’s been quite some time since I’ve seen a film at your particular multiplex. Paying ten dollars to see Dude Where’s My Car? in a theater the size of my living room really isn’t my cup of tea, but since yours was the only one playing the Academy Award nominated Ray, I decided to give you another chance.

You can only imagine how pleasantly surprised I was to have such a wonderful cinema-going experience.

First of all, let me congratulate you on hiring such a crack staff.

The gentleman taking money at the ticket window was a consummate professional. Even though I was the only person in line, he still took his job very seriously. As a matter of fact, his concentration level was so high, that he didn’t once look at me, nor utter an extraneous word. It’s rare to see such a strong work ethic these days.

Also, I would like to give a tip of the hat to the projectionist. Seeing him roll a giant reel of film down the hallway shows me he has great confidence in his abilities. Also, during the last 20 minutes or so of the movie, I particularly enjoyed his interpretation of Ray Charles’ struggle with heroin addiction. The film jittering and jumping around really made the story come alive.

Secondly, I must admit the idea of having one person run the snack counter is genius. To quote one of Lord Alfred Tennyson’s poems, “The many fail, the one succeeds.” Even though it might take five minutes longer, it gives each and every customer a chance to get up close and personal with one employee. The chance to cultivate this kind of relationship is something you just don’t get anywhere else.

Lastly, your commitment to environmental causes is a noble endeavor. By not stocking the paper towels in the restroom, you are keeping our landfills empty and saving many trees. Who would have thought that drying my hands on my pants would work just as well? Oh, and your decision to not run the vacuum cleaner during business hours must conserve countless megawatts of electricity. As I always say, “What’s a little popcorn on the floor between friends?”

In summary, I would just like to say thank you for making this the best movie experience I’ve had in quite some time. I wish you and your team all the best.


A satisfied customer


If I may, there is one employee I would like to single out for excellence: Jose. (Although I think his name might have been Joel, since he had taken a sharpie and crossed out the “S” and added an “L” to the end. It looked something like this: J O S E L)

At any rate, his commitment to customer service ran so deep that when he finished wheeling a trash can across the lobby, he came straight to the snack bar to relieve his fellow co-worker. To my pleasant surprise, he was so eager to help that he decided to forgo washing his hands so that we could get our popcorn more quickly. If it is within your power, please give this man a raise.

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