October 15, 1996

Friendly Ice Cream Corp
1855 Boston Road
Wilbraham, MA 01095-1002                                         
Chairman of the Board and President Donald N. Smith:

     When I first came to America from my homeland, Mother Russia, in 1988, I was
introduced to several aspects of the great American society such as Coca Cola, Democracy (in
Russia we tried it and it didn't work out so good), and Fast Food.  It's taken me a bit of time to
get used to the American cuisine, and not until recently have I discovered what Fast Food really
is.  I tell you, it's amazing. 
     When I finally discovered Friendly's, I was reminded of Mother Russia.  There was the
endless wait on line, waiting for an oxen's lifetime (the saying sounds much better in Russian) for
the meal, and after all the waiting, the food wasn't even so good.  I like to consider myself a
well-read person; I usually have a book with me wherever I go.  I read through half of Tolstoy's
Anna Karenina (you can never read it enough) between the time I entered and the time I got my
food.  
     I have a big problem with your take on Fast Food.  It's supposed to be fast.  Had Tolstoy
not kept me company while I was in your restaurant, I would have been a very impatient and
unhappy man.  After the meal I discussed my visit with some of my American comrades.  They
say your restaurant has a reputation for slow service.  They even say that all of your restaurants
are like that.  I don't plan to visit any other of your restaurants.  
     In America, they have a saying, "The Customer is always right."  In Russia, they have this
saying which translates, "If you don't listen to your customers, you'll be looking at a horse's
behind."  Once again, it translates poorly, but I think you get the point.  Come on, you can do
better than that.  You'll do a lot better business with speedy service.  Don't piss on your
customers or they won't be your customers anymore.  I hope the reply comes sooner than your
food.
                              
                              Humbly awaiting your response,

                              Nikolai Gaetanovich