1. What type or types of control did you witness in this scene? Give examples from the video clip.
2. Typically on a first date, the partner who planned and organized the date (in this case, Rob) wants to impress and please the other partner, but Rob sees that that’s not happening in the early part of this scene. How does Rob manage this crisis?
3. The chapter lists some of the unique quality challenges that service providers face. Discuss these challenges using specific examples from the two restaurants shown in this video clip.