Mall Rats Redux: RESPONSE

##################################################
Please refer to:
"Mall Rats Redux" from May 18th, before reading this.
##################################################


June 6, 2005



Dear Mr. [my name excluded]:

Thank you for contacting me regarding your concerns about [mall name excluded]. As the General Manager of [mall name excluded], it is my responsibility to oversee the operations and ensure that the guests that come through the property on a daily basis are safe and able to enjoy all of the amenities that we have to offer. I am always open to guest feedback because it helps refine our operations and improve the guest experience.

You mentioned in your email some very specific concerns relating to our security coverage. I can assure you that the resources we devote to securing [mall name excluded] are significant. [mall name excluded] encompasses 88 acres, is more than ten city blocks long and draws more than one and a half million visitors per month. We acknowledge and embrace our responsibility to foster a safe environment that allows customers of all ages and walks of life to enjoy the nearly 200 retail, restaurant and entertainment venues here.

Toward that end, [mall name excluded] has three categories of security personnel on site:

- [mall name excluded] Security Officers: Uniformed, unarmed officers who patrol on foot, bicycle and vehicle.
- [city] Police Department Special Duty Officers: Contracted in multiples to supplement [mall name excluded] a’s security teams. Patrol on foot and in vehicles.
- [city] Police Department Car 252: Assigned to [mall name excluded] 24 hours a day, seven days a week.

To reiterate, our number one priority at [mall name excluded] is to provide a safe and secure environment for our customers. In addition to the significant personnel on site, we also have incorporated widespread electronic surveillance in the common areas, parking lots, garages and pedestrian walkways.

Incidents of crime at [mall name excluded] are small, particularly when considered against the number of visits annually to the center. Detailed Information about crime reports filed at [mall name excluded] can be found at the [city] Police Department website at: [website excluded].

[mall name excluded] also maintains a code of conduct and parent escort policy that are displayed throughout the center. On weekends, our security team members distribute the code of conduct to patrons by hand. We aggressively enforce and publicize this code of conduct throughout the year. We cannot take responsibility for the parents of this community and their judgment or lack thereof. We are, however, unwavering in our enforcement of this policy.

While you have expressed some displeasure about the enforcement of that code, it is important to note that we receive customer feedback on both sides of this issue. Some feel it is too strict, some feel it is too lenient. We are the only shopping destination and theatre complex in [area] that has a Parental Escort Policy. We feel we are doing our due diligence in enforcing this policy for everyone a’s safety because of the unique environment at [mall name excluded], which includes tenants that offer alcohol late into the evening.

Regarding the sale of movie tickets to minors after 9:00 p.m., we cannot impose our will on the nearly 200 tenants that operate at [mall name excluded]. We work closely with each tenant, however, we simply cannot dictate their policies and procedures.

I am disappointed that we have lost you as a customer at [mall name excluded] but am appreciative that you took the time to contact me. However, if I could encourage to you to visit [mall name excluded] again, I would like to send you an [mall name excluded] gift card for sharing your concerns. Please contact [name excluded] Manager of Customer/Community Relations at xxx-xxxx and provide him with your address.

Sincerely,

[name excluded]
General Manager