Guest Relations $2$ Group presentation. Search it out:

$1)$ In your group, look back on your own experiences as a customer and identify situations when little things have made a difference in your buying decision. $(1$ mark$)$

$2)$ Identify examples of places you have stopped doing business. What little things pushed you out of the zone of indifference into the dissatisfied range? $(1$ mark$)$ Be as specific as possible and remember that often dissatisfaction comes from a series of truly small, almost insignificant turnoffs.

$3)$ Categorize these reasons for leaving according to the three turnoffs described in this chapter $($value turnoffs, system turnoffs, people turnoffs$)(1$ mark$)$ If you find other kinds of turnoffs that don$$t seem to fit into these three categories, identify a new category or discuss why they don$$t fit. $($Recognize that some turnoffs can fit into more than one category.$)$

$4)$ Prepare a brief report summarizing the results of your group research $(1$ mark$)$

$5)$ Include what would you do to reduce possible turnoffs and improve the service if you owned this business? $(1$ mark$)$

$6)$ Prioritize the steps you would take. $(1$ mark$)$

$7)$ Comment on any things done well as well as the opportunities for improvement from your customer experiences. $(1$ mark$)$