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January 17, 2017
It was unsettling to learn the term poison pen letter means something much nastier than I thought. I grew up thinking that they were letters of complaint that you sent as a customer to seek redress and change. My family has a long tradition of sending such letters to utilities, banks and other consumer-unfriendly institutions, particularly my father. He composed on a pad of yellow paper before typing on the IMB Selectric. I have learned to give immediate feedback at hotels in a polite, helpful manner, but recent experience drove me to send the 21st century version via email.