The first Letter

It was not long after placing my parents at Thunderbird Retirement Resort that we realized that the service levels were more than Sub-Par.
Still trying to make the best of a bad situation.... I called and made arrangements to meet with "Director of Special Projects" who by the way was there less than a month...

Here is the body of the letter to - Note the "cc" to the General Manager

Phil Borsum
Vice President, Special Projects
Thunderbird Retirement Resort
5401 West Dailey St.
Glendale, AZ 85306
Date 2/21/08

Dear Mr Borsum:
I appreciate you taking time to meet with me yesterday regarding the dining room/quality/service issue. I wanted to briefly summarize our meeting so that we both have a clear understanding moving forward.
As I understand it, there has been a long standing entrenchment of people and processes in place that have deteriorated over time, requiring major changes in both personnel and process improvement. Additionally, I have your personal assurance that these major changes as directed by your management company are currently underway and are tied to an action plan with time table that will show significant and measurable improvement within the next thirty days.
As we discussed yesterday, I view this situation as critical to the success of my parents at your facility and that it impacts a vast number of your residents as well. I am hopeful that from our conversation that this situation will have a positive resolution without the need for further discussion.
I thank you in advance for your thoughtful attention to this important matter.

Sincerely yours,
Thomas Marks

cc: John Wenzlau, General Manager