LETTER TO THE EDITOR: Column was One-dimensional

To the Editor: MFM operates three retail units on or adjacent to the University of Pennsylvania Campus in Philadelphia's "Center City." The Cafe at South 40th Street was opened three and a half years ago and has served over 800,000 muffins and bagels to University students, faculty, staff and others who work and/or reside in the ares. Other units are located in the University Bookstore and Penn Tower lobby. The very unpleasant experience last week (7/10) of Mr. Andy Deemer is truly regrettable. We extend our sincere apology to him for the misconduct of the two employees involved in the incident. Severe and appropriate disciplinary action has been taken and we have reviewed training and operational procedures to avoid any reoccurrence. It behooves us to point out to your readers, however, that the Deemer authored article entitled "Muffin Madness" appearing in a recent issue of The Summer Pennsylvanian, contains assertions and characterizations that are unfounded, untrue and, frankly, preposterous. Briefly, these are the facts: 1. The Company and its owned and operated stores do not now, nor have they ever, employed "henchmen" to intimidate customers or discourage anyone's critical comment. The persons involved in the altercation with Mr. Deemer are not employees of My Favorite Muffin, nor are they in any way associated with our company. 2. We welcome customer feedback (positive and negative), viewing it as an opportunity to improve the quality of our products and the level of customer satisfaction. Comment cards are reviewed by store managers and their supervisors regularly. We also employ the services of an independent research company to regularly observe every store in the system with a "mystery shopper" to evaluate our products and customer service. We take pride in baking and servicing muffins and bagels that have been praised for their consistently high quality(e.g. "Best in Philly, '93"), and, to quote Mr. Deemer, in our "smoke-free sterility, the speedy service, the happy attractive crowd." And in the fact that our customers come back because of our commitment to customer satisfaction. It is, in our view, a disservice to your readers to have published a one-dimensional account of events that have not been verified within reasonable journalistic standards. Though his anger is understandable, we do not share Mr. Deemer's dark view of the collapse of moral standards in our West Philly community and of the University. Paranoia is hardly and uncompromising lens with which to view and evaluate behavior, society and its culture. Owen Stern President, My Favorite Muffin,Too, Inc.