We attempted to visit Winterthur this weekend, with disappointing results.  The security fellow upset Jessawick, so I thought it necessary to write them a letter:

Dear Winterthur Staff,

We were recently introduced to your institution at the Point-To-Point event, which you hosted earlier in the month.  We enjoyed a very pleasant day, and we were impressed with the entire experience which you offered.  Based on our experience at the Point-To-Point, my wife and I decided that we wished to purchase a membership.

I am writing today in reference to our attempt at obtaining a membership at your institution.

We are active on the weekends, and we often opt to take our bicycles if our destination is within a reasonable distance of our home.  Winterthur is only a few miles from our home.  We arrived at your main gate at approximately 12:00 PM (on Sunday, May 27th).  A gentlemen appearing to be in his sixties emerged from the gatehouse.  I regret that I did not ask his name.

We assumed that he was there to greet us, or perhaps to give us directions to the main office.  This was in fact, not the case.  Before we had a chance to speak, he immediately shouted "You can't bring that in here!".  We were unsure what he meant, so we asked for clarification.  He then told us that bicycles were not permitted on the property.  We informed him that we had business with the membership office, and that we intended to simply follow the roads.  (We respect the care of the grounds, and we had no intention of misuse.)  Before we could even finish a sentence, he shouted "I don't care why you're here.  You can't bring that in here!".  Although we were not aware of what caused him to become so angry, he seemed quite unhappy with our presence.  We decided that further discussion would not be productive, and we departed.

I understand that Winterthur is concerned with the condition and care of the grounds.  I also realize that Winterthur is by no means a public throughfare.  However, I am a bit surprised at the policy (as stated).  Frequently, environmentally concious individuals  choose to walk, run, or ride a bicycle as an alternative to an automobile.  I was surprised to hear of such a restrictive policy, especially when it would preclude legitimate business.

However, the policy decision is not my primary concern, nor is it the reason that I am writing you today.  I am writing today in the hope of assisting the Winterthur community.  I want to remind you that your "front line" employees are often the public face of your institution.  They shape the perception of your organization as a whole.  In this case, I feel that an otherwise amicable situation was turned unpleasant by the demeanor of a single representative.

In our organization, we are always working to improve the experience of our customers.  Since management is often a layer removed from the individual interactions, we realize the importance of our "front line" on the perception of our company as a whole.  We always offer tools and opportunities for our staff to grow and improve.

Thank you for your time, and thank you for your concern.

Benjamin Yanis

I regret that I did not know the appropriate department for this letter.  I have sent a copy to jobs@winterthur.org as well as membershipinfo@winterthur.org.

Followup (05/30/2007):

I just received a very nice phone call from Suzanne Smith, the Director of Membership at Winterthur.  She was very understanding of my concerns, and went out of her way to make things right.  She really appreciated the letter, and she made it clear that they are a concerned organization.

The bicycle policy is accurate.  I was informed that the bicycle policy comes at the direction of their insurance underwriters.  The policy is primarily due to the narrow roads and limited visibility.  It sounds as if Winterthur would like to allow bicycles, but insurance restrictions keep the rule in place.

I've been told to expect a letter, so there's perhaps another update to come... 

Followup (06/08/2007):

As good as her word, Suzanne Smith sent the letter... It was very nice, and even included four passes.  She was very helpful.  I couldn't be happier with their response.