A room-service waiter at a Marriott hotel learned that the sister of a guest had just died. The waiter, named Charles, bought a sympathy card, had hotel staff members sign it, and gave it to the distraught guest with a piece of hot apple pie. That guest later wrote to the president of Marriott Hotels, "Mr. Marriott," the letter said, "I'll never meet you. And I don't need to meet you. Because I met Charles. I know what you stand for. ... I want to assure you that as long as I live, I will stay at your hotels. And I will tell my friends to stay at your hotels."