Michigan State University Extension
Tourism Educational Materials - 33200015
06/06/02
Courtesy Is Contagious
Source: Purdue, Minnesota, Michigan
ID: Michigan State University E-2064 Purdue University -
HE197, Minnesota - CDF03271
Format: Full Text
Author: Dawson, Chad
Year: 1988
33.20
Courtesy Is Contagious
Importance of Tourism
Travelers, vacationers, visitors, and tourists to the
Great Lakes return to where they are invited and made
welcome. The attractions and resources of our inland seas
are made available through our communities, service and
recreational businesses, and public facilities.
Tourism is critical to the economy of many communities;
and businesses. Traveler expenditures support local
employment If you work in a restaurant, resort, lodging
business, gas station, or marina, you probably realize
that tourists pay a large portion of your salary. If you
work in a grocery store, laundry service, print shop, or
other service business, you may not be aware that you,
too, are benefiting indirectly from tourist dollars.
Tourists spend money on a variety of products and services
beyond those available at food and lodging businesses.
Furthermore, employee salaries generated by tourist
activities and expenditures are re-spent by these
employees for products and services within the community.
The re-spending of these tourist dollars creates a
multiplier effect which further stimulates the local
economy, employing others in grocery stores, clothing
stores, and medical professions. Furthermore, all of this
economic activity generates local and state tax revenues
that can enhance the public services and facilities
available to tourists and local residents.
Tourist dollars reach many local businesses and
indirectly benefit the entire community. To ensure those
community benefits---and your salary-each season, it is
necessary to make visitors and tourists feel welcome,
want to return again, and ready to tell their family or
friends about the courteous and friendly treatment at
your business or in your community.
How U.S. Tourists Spend Their Travel Dollar (1984):
Expenditure Category Amount
Food $0.26
Public Transportation .24
Auto Transportation .17
Lodging .16
Entertainment & Recreation .09
Retail and Other .08
Total: $1.00
Need for Hospitality
New advertising and marketing campaigns are started each
day for products in the marketplace. The tourism industry
is unique in that hospitality is one of its most
important advertising and marketing approaches and also
is an important component of the "product" itself.
Repeat business from returning customers is vital to the
survival of many resort, lodging, restaurant, and
recreation enterprises. Tourists who are satisfied return
to a business or community over many years. For them, the
services or experiences they seek change as their lives
progress, from adventurous young adults to family-oriented
parents, to retired couples on extended vacations.
Regardless of when or why people return, they are
motivated in part by past encounters with courteous,
considerate, and friendly hosts, residents, shop clerks,
and servers.
Hospitality influences who returns or does not return. It
also affects what tourists tell others about their visit.
Many small businesses depend on "word of mouth"
advertising as their most successful marketing tool. The
effect of one visitor telling others about their
experience can affect whether several dozen or several
hundred other people will want to visit your town.
The success of any business or community as a tourist
destination depends on the attitudes of those who contact
the visitor. Sales clerks and servers are as important as
the visitor information center receptionist and service
station attendant. Local officials and residents
contribute to the overall appeal and image of the
community as they go about their daily routines. Tourism
hospitality is the responsibility of both individual
businesses and the entire community.
Just as hospitality awareness and skills are necessary to
word-of-mouth advertising for a business, they are also
important to any tourism promotion campaign by your
chamber of commerce and state tourism agency. The
ultimate success of any advertising and promotion project
rests with the hospitality skills of public and private
sector employees, local officials, and local residents.
A TOURIST......
Is the most important person in our business.
Does not depend on us---we depend on the tourist.
Does not interrupt our work, but is the purpose of it.
Is not a cold statistic, but is a person with feelings,
emotions, likes and dislikes.
Is not someone with whom to argue or match wits.
Will bring us specific wants; it is our job to fulfill
them.
Is deserving of the most courteous and attentive service
we can provide.
Is the life blood of our business.
Understanding Tourists
Tourists are people just like yourself---away from home to
visit and enjoy a few hours, days, or weeks in your
community. The people visiting your community are
probably no better nor worse than your own local
residents vacationing elsewhere.
Tourists often arrive in unfamiliar settings when they
are tired from a long drive, anxious to start their
vacation, or frustrated by poor weather and traffic
conditions. The result is that tourists may not, at
times, respond well in unfamiliar circumstances because
they are under pressure.
Often the problems of tourists are lessened if their
needs are anticipated by an individual or community.
Readily accessible rest rooms or trash cans will ease
some traveler problems. Answering their questions or
giving clear directions provides visitors with needed
information and a sense of friendliness and community
pride. The more you and your community understand and
anticipate the visitor's problems, the fewer problems you
will encounter and the better the visitor's experience.
Tourists travel to your business or community for many
reasons and seek a wide variety of activities. Some are
interested in local folklore and historical sites, some
seek solitude on cross country ski trails, and others
come as a family or group for social interaction. It is
necessary to understand the interests and motivations of
the travelers to your area even if you do not share those
interests. Similarly, know what your business and
community have to offer. Different opportunities appeal
to different tourists. You are of great service to
tourists when you understand and anticipate their needs
and help them find what they seek.
It is your responsibility to know about the opportunities
in your community and to inform tourists about them. Be
polite, attentive, and helpful, but don't force
information on them. If you don't know the answer to a
question, refer them to someone who does or to your local
chamber of commerce. It is better to admit ignorance than
to give incorrect information or directions.
Tourists respect your business or community only as much
as you appear to respect it. You are the symbol of that
business or community to a visitor and any time you run
it down, you discredit yourself. Therefore, be proud of
the positive events and situations and work to improve
those that are negative.
I'M A NICE TOURIST.....
"You know me. I'm a nice tourist. I never complain, no
matter what kind of service I get.
"I'll go in a restaurant and sit and sit while the
waitress gossips with her boyfriend and never bothers to
see if my hamburger is ready. Sometimes someone who came
in after I did gets my hamburger, but I don't say a
word."
"If the soup is cold or the cream for the coffee is sour,
I'm nice about it."
"If the service station attendant fails to check my oil
or polish the windshield, I don't even raise my eyebrows."
"When I go into a store and get surly treatment and lack
of sympathy with my browsing around, I don't make a
fuss."
"When I register at a motel or hotel, I'm thoughtful of
the other person. If I get a snooty manager who gets
nettled because I want to look at my room before making
up my mind, I'm polite as can be. I don't believe
rudeness in return is the answer. You might say I wasn't
raised that way."
"And it's seldom I complain about the poor room service,
the broken-down elevator, the leaking bathtub faucet or
the television set that doesn't work. I've found people
are always disagreeable to me when I do. Life's too short
for indulging in these unpleasant little scrimmages."
"I never kick. I never nag. I never criticize. I wouldn't
dream of making a scene, as I've seen other people do in
public places."
"I'm a nice tourist! I'll tell you what else I am: I'M
THE TOURIST WHO NEVER COMES BACK!"
"That's my revenge for getting pushed around. That's why
I take whatever they hand out...I know I'm not coming
back. It's true that this doesn't relieve my feelings
right off, but in the long run, it's far more deadly
revenge."
"In fact, a nice tourist like me, multiplied by others of
my kind, can just about ruin a business. And there are
lots of nice tourists in the world. When we get pushed
far enough, we go down the street to another restaurant.
We eat hamburgers in places that are smart enough to hire
help who appreciate nice tourists. Together, we do the
rude people out of millions of dollars every year."
"The one who laughs best, they say, is the one who laughs
last. I laugh when I see places frantically spending
their money on advertising just to get me back, when they
could have held me in the first place with a few kind
words and a smile."
Courtesy of the Canadian Tourist Association
Hospitality Skills
Greet people with enthusiasm and a smile---courtesy is
contagious! Whatever greeting you use, it should be
natural and easy for you to say with courtesy and
sincerity. How you say something is often more important
than what you say. Research on personal face-to-face
communication has shown that body language and voice
inflection are 90 percent of the message and are often
more important than the words themselves. We have all met
people whose attitude speaks so loudly we can't hear what
else they are trying to say.
Asking interested questions of a tourist or making a
cheerful comment adds to the friendly atmosphere of an
interaction. Learning someone's name and using it in a
natural manner is a challenge to help you recognize the
tourist and establish a more personal relationship. Look
directly at people to establish eye contact and to
acknowledge their presence.
A pleasant voice and manner combined with a well-groomed
and natural appearance for your job suggests a
professional atmosphere that visitors respond to
positively. The ability to be diplomatic and show concern
for a tourist when you have disappointing information is
less difficult in such an atmosphere. Be courteous and
optimistic, especially when dealing with angry or
dissatisfied customers.
Give prompt service by organizing your work area
efficiently and by knowing your job thoroughly. Be alert
and do your best to provide good service in your
personalized manner. Learning how to do your job
efficiently requires that you anticipate delays,
disruptions, and emergency situations.
Help solve visitors' problems or frustrations by letting
them express their plight or situation without
interruption. Remain calm, as they are not attacking you
personally, but are in search of some empathy and a
solution. Show your interest and concern for the
situation no matter who seems to be to blame for the
problem. Calmly ask questions to ensure that everyone
understands the situation. Offer several reasonable
options and give them the courtesy of making their own
decision.
Part of the responsibility for solving a problem rests
with each person involved. If your business is at fault,
offer the customer replacement or substitute services or
products according to business policies, and deliver as
agreed upon. A complimentary service or courtesy gift can
be added to promote good will and good customer and
community relations.
Share your knowledge of and pride in local attractions
with tourists. Make suggestions on activities or events
they can participate in within your community. Sincere
enthusiasm and local pride is a strong advertising
campaign. Give clear directions and information, or send
them to a local visitor information center or chamber of
commerce.
Results of Good Hospitality Skills
Your hospitality skills can help you get more
satisfaction out of your job, increase your value to your
employer, and make more money by providing better service.
Businesses and communities that develop their hospitality
skills create a loyal group of customers who keep coming
back because their needs are met and they feel welcome.
Practice the motto, "If we please you, tell your friends;
if not, tell us." It will build a positive image of an
area and lead to good word-of-mouth advertising. Ask
visitors to come again and tell their friends, since
word-of-mouth advertising is very effective promotion.
Suggesting things to do in your community can keep
tourists in your business or area longer.
A quality product at a reasonable price, delivered with
excellent hospitality skills and service, contributes to
healthy and growing tourism development. Improved
hospitality skills help you better serve visitors and
tourists who will return, increase the number of tourists
each season, and ensure that jobs like yours will
continue to be available.
COMMUNITY QUIZ
Can you answer the questions tourists ask most often
about your community and surrounding area?
1. Are there any museums or historical sites here?
2. What kind of lodging accommodations are available?
3. Can you recommend a good place to eat?
4. Are any local activities or special events happening
in the next two days?
5. Where can I get service for my car?
6. Where will I find tourist information?
7. What are the local recreational activities and parks?
8. Are there any local tours available?
9. Where are the local retail stores located?
10.What is it like to live in this community?
Hire Only Good-Natured People
"From this date you are instructed to employ only good-
natured people, cheerful and pleasant, who smile easily
and often. This ought to go for every job in the house,
but at present I'll insist on it only for people who come
in contact with guests."
"It does go, from this day, for all department heads,
front office people, cashiers, captains, elevator men,
porters, telephone operators, and other employees who
have to deal directly with patrons."
"And it isn't to be only a case of hiring. That policy is
to govern all promotions; and you are to begin, right
now, to measure your present staff by it."
"If it's necessary to clean house, do it. Don't protest.
Get rid of the grouches, and the people who can't keep
their tempers, and the people who act as if they were
always under a burden of trouble and feeling sorry for
themselves. You can't make that kind of person over; you
can't do anything with him profitably, but get rid of
him. Let the other fellow have him, and you hire a man
who can be taught."
"You want to lessen complaints, don't you? You want your
organization more efficient, don't you? Well, I've been
studying this one idea for months, and I'm convinced that
it will help solve several problems we have----of
complaints, of competition, of handicaps we've had in
certain spots. Not immediately, perhaps; not tomorrow, or
the middle of next week; but there will be noticeable
improvements just as soon as it gets along."
"Unless you and your department heads are indifferent or
antagonistic, in which case you'll want to go on just as
before, without giving it a trial."
"But I've decided on this, and I'm going to do my very
most toward seeing that it does get a fair trial, and
that it gets the same attention and respect and adherence
as any other basic principle of this organization."
"Which is exactly what it is---a basic principle! Hire
pleasant, cheerful people, people of good disposition,
reject everyone who isn't."
"It isn't enough to be courteous to 74 patrons and pert
with the 75th. It won't do to be cheerful 58 minutes of
the hour and disgruntled the other two. It isn't
sufficient for 10 employees to give service and the 11th
to go slack on his job."
"In another hotel another clerk may have sold the guest
just as comfortable a room, another bellman may have
handled his bag just as deftly, another waiter may have
served his piping hot dinner just as promptly but the
thing that made the impression on the guest was that
these latter employees seemed glad to do it, they seemed
interested in him personally."
"Gracious service means more than 'perfect' service. The
guest will wait an extra minute for his cops if the
waiter brings him a newspaper and explains the delay
pleasantly."
"Every hotel employee is a salesman. He must satisfy the
customers with the only thing he has to sell---service---
and he must please them with the way he sells it. I
believe that a majority of the complaints in a hotel are
due more to the guest's state of mind than to the
importance of the thing about which he complains."
By E. M. Statler (1917), Founder of the famous Statler
hotel chain."
DEAR ABBY:
After reading your column on "HOW TO DRIVE A SALESPERSON
CRAZY," I felt compelled to give the customer's side of
it:
How To Make A Customer's Day
* If a customer approaches, run and hide in the back room.
* Continue to chat with other salespersons about what you
did last night.
* Never smile. A deadpan stare (or frown) will discourage
customers from bothering you.
* Never offer assistance. Wait for the customer to ask
for help.
* Never serve customers in the order they enter the shop.
Wait on whoever has the nerve to elbow their way up to
the front.
* Don't stop stocking or taking inventory to serve
customers. The fact that their purchases pay your salary
is immaterial.
* Forget the motto, "The customer is always right." They
are always WRONG, so don't let them put anything over on
you.
* Chew gum, eat candy or sneak a smoke while you're on
the job. As long as the boss doesn't see you, it's OK.
* If a teenager (or someone who's not very well dressed)
wants to be waited on, either ignore them or don't waste
much time with them. They're probably 'just looking'
anyway.
* If you do all the above, the customer will surely shop
somewhere else and you won't be bothered writing up any
sales.
Signed: Sore at the Salespeople in Milwaukee
Taken from the "Dear Abby" column by Abigail Van Buren.
Copyright 1981, Universal Press Syndicate. Reprinted with
permission. All rights reserved.
Hospitality Training
The following suggestions for hospitality training are
taken from materials developed by the Cooperative
Extension Service at the University of Arizona, the
Canadian Tourist Association, Toronto, Canada, and the
Tourism USA publications of the University of Missouri.
Suggestions for Restaurant Personnel
Tourists are particularly valuable to a restaurant because
they often spend more for meals than local residents. It
is a special occasion, and they make definite
recommendations about restaurants to their friends who
travel. Tourists will also return to restaurants where
food and service have been excellent, rather than
experiment with other eating places. General cleanliness
of the personnel, dining area, and rest rooms may
determine whether a tourist returns or recommends the
restaurant to friends.
The waiter or waitress and the cashier have an excellent
opportunity to invite the customer (in a warm, friendly
manner) to return. This invitation will be appreciated by
the tourist.
Special Problems of Tourists Dining in a Community
* They are often in a hurry because they have other
commitments, perhaps miles away.
* They may want eating to be as interesting as their
other travel experiences, and may hope for an improvement
over those that were unsatisfactory.
* They may have sensitive appetites. They have had to make
adjustments to new food, water, different types of
service, variations in climate, and irregularity of meals
and rest. These things cause people to be more susceptible
to digestive upsets. Often the food is blamed, rather than
recent changes in routine.
How the Restaurant Employee Might Handle These Problems
* Give the kind of prompt, courteous service that helps
tourists relax and enjoy their meals and surroundings.
* Make the tourist's eating experience something to
remember. Suggest the specialties of the house or dishes
new to the tourist. If the visitor inquires about foods
not served by the restaurant, refer to an establishment
which specializes in these dishes.
* Listen attentively to the individual's food problems,
and make appropriate suggestions.
* Suggest additional services the restaurant has to
offer---telephone, lounges, special attractions. In
emergency cases, refer the visitor to medical help.
* Suggest that the tourist take information folders about
the community.
Suggestions For Waiters and Waitresses
DO:
* Notice your customers right away. A cheerful nod and
smile will do.
* Provide a menu and glass of ice water immediately. Then
if you are rushed, tell them you will take their orders
as soon as you can.
* Offer coffee immediately if it is breakfast time. Ask
the customer when a beverage is wanted.
* Know your menu. Smile cheerfully when you come to take
the customer's order.
* Double-check each order, so that the customer receives
exactly what was ordered. Check before making any
substitution.
* Be prepared to converse intelligently on information
often requested by a customer.
* Look for an opportunity (but don't be pushy) to mention
some of the outstanding scenery, historic sites, or other
attractions in the area.
* Pay special attention to the needs of the very young and
the very old.
* Make a point of giving excellent service: replenish ice
water promptly; replace a dropped napkin or utensil with
a fresh one; remove soiled dishes promptly.
DO NOT:
* Don't hurry your customers unnecessarily, or show
annoyance if they spend time over their coffee.
* Don't keep customers waiting for the check. Bring it
immediately following dessert or coffee or ask if they're
ready for it.
* Don't do anything or say anything that implies that you
expect a tip.
* Don't visit with other employees during working hours.
Your customers come first.
* Don't neglect your grooming or use cheap perfume. People
will often judge the food by the neatness and cleanliness
of the server.
* Don't be surly or discourteous in any way. An unpleasant
attendant can ruin a meal for a customer and cut profits
for a restaurant.
Suggestions For Hotel and Motel Personnel
Tourists are the reason for the existence of a hotel or
motel. A pleasant experience encourages them to return or
recommend the place to friends. Because of the tourists'
length of stay, hotel and motel employees are the key
people to create favorable impressions and influence
tourists to stay longer in the community. "One day longer"
means more direct income to hotels and motels. Lack of
attention by employees might be the number one reason that
a tourist leaves after one day.
Special Problems of Tourists Seeking Lodging
Accommodations
* They may need information about the community.
* They may be trying to duplicate a previous pleasant
experience---or trying to avoid another unpleasant one.
* They may need adequate accommodations for family, two
couples, or pets.
* They may be sensitive to interference with rest,
indifference to requests for service, delays in making
accommodations available, or in checking out.
* They may not adjust easily to beds, ventilation,
temperature change.
* They may have difficulty adjusting to different service
levels provided by accommodations in different areas.
Ways a Motel or Hotel Employee Can Help With These
Problems
* The employee may provide information about the community
and adjoining areas. A display of brochures in the office
or lobby is often very helpful.
* The employee needs to understand the problems of
tourists and provide service and accommodations to meet
their needs.
* The employee may refer visitors to other motels, hotels
or rooming houses with the required accommodations if
your accommodations do not meet their special
requirements. Telephone ahead; they will appreciate the
courtesy.
* The employee can try to offer constructive solutions to
other accommodation problems of visitors.
* The employee should be sensitive to visitors'
complaints, and try to correct causes for the more
frequent ones.
* The employee should be able to explain certain charges
for services.
Suggestions for Front Office Personnel
DO:
* Make your guest feel at home. Use the guest's name
several times; there is no sweeter magic to the visitor.
* Use a pleasant tone of voice. Be cooperative, courteous,
attentive, alert and cordial---but not too "chatty."
* Compliment the guest's hometown. If the visitor has
traveled a long way, comment on it.
* Inquire casually as to whether the guest has visited
your community, or stopped at your place previously. Offer
any assistance that seems appropriate.
* Inquire if the guest is expecting mail or messages.
DO NOT:
* Don't be abrupt, no matter how busy you are.
* Don't send a guest away if your establishment is filled,
without first helping secure other lodging, or giving
directions to a tourist information center.
Suggestions for Retail Sales Personnel
Some salespeople are reluctant to spend time and effort on
customers they think may never return. They fail to
remember that tourists may get only one impression of the
store, and this may be their only impression of the
community. Remember that this impression may determine
whether the tourists return to the community and it will
influence what they say about the salespeople, store, and
community to friends who are potential customers.
Excellent service can leave a tourist with the feeling
that he/she has visited a friendly town, and shopped in a
well-run store where the employees are polite and
gracious. The reverse will happen if apathetic,
inadequate service is given.
The tourist trade is valuable to the store. These
customers may be freer spenders because they are on
vacation and away from the worries of their daily
routines. They are usually pleasant to help because they
are in a vacation mood.
Special Problems When Shopping In A Strange Town
* Tourists probably don't have a charge account, but may
want to pay for all purchases at one time with a single
check or bank charge card.
* Tourists may be looking for souvenirs for friends or
relatives. They don't usually know what they want, but
probably want items characteristic of the area.
* They are likely to have a meager knowledge of
price-quality relationships for local merchandise.
* They may be in a hurry, have limited time, and many
things to do and see.
* They cannot return merchandise easily, so the purchase
must be right the first time.
How Sales Personnel Might Handle These Problems
* Suggest the aid of any special department which handles
personal shopping in the store, thus consolidating the
customer's purchases.
* Be acquainted with the departments in the store which
offer souvenirs---gifts, notions, stationery, Western
clothing, etc.
* Advise the customer on difference in quality and price
of items with which the customer is unfamiliar.
* Know the delivery system so the customer's purchases can
be delivered in one large package to the hotel or motel,
if time permits.
DO:
* Dress neatly. Personal appearance is very important.
* Treat the tourist like a special customer and give the
little "extra" help that may be needed. It certainly is
appreciated.
* Make the tourist feel at home and at ease.
* Allow the customer to browse, but be available the
minute the customer needs help or has made a decision.
* Be able to make suitable suggestions in the same price
range as the customer's budget. A suggestion too much
lower is an insult, and one too much higher will probably
lose a sale.
* Know your merchandise, its origin, and the details of
craftsmanship. Know your local merchandise, and know it
well. Volunteer a brief descriptive explanation on
locally made products if it is in order.
* Show stock willingly. The tourist may not buy just then,
but is more likely to return.
DO NOT:
* Don't allow the customers to get the impression that you
are doing them a favor.
* Don't let customers wait while you visit with others on
the sales staff.
* Don't be abrupt or short.
Suggestions for Service Station Personnel
Most travelers regard each service station as a separate
tourism bureau and rest stop and the attendants as
"fountains of information." Although you may be besieged
by tourists asking the same questions and having the same
problems, guard against giving disinterested, perfunctory
answers.
The kinds of service tourists are most interested in
include: accurate road information; excellent auto
service; clean, attractive rest rooms; drinking
water and snacks; information about special attractions---
local and along their way.
Since their time is usually at a premium, tourists
appreciate all of these needs being attended to in one
stop. Tourists who receive this kind of "plus" service
are further convinced that they are doing business with
the right oil company. They often encourage friends to
deal with that company and to stop at that station for
service.
Special Problems of Tourists Seeking Service and
Information
* They may have had incomplete directions and may need
further help to find their way. Or they may have been
misdirected and be unhappy about retracing their routes.
* They may need special help in locating a local address
or person.
* They may have a special car problem which needs
attention.
* They may need information about road hazards, detours,
distances, and weather.
* They may want some information about the community's
attractions or the station attendant may find a way to
make them aware of special points of interest. Too often
they speed on to the next community and learn later, to
their disappointment, of the sites they overlooked.
How the Service Station Attendant Can Help With These
Problems
* Ask if the tourist needs maps or information.
* Give accurate, easy-to-follow directions.
* Provide excellent, polite service for the tourist's car.
* Volunteer accurate and useful information about the
condition of highways the tourist proposes to take.
* Know the basic factual information about the community,
such as outstanding attractions, industries, schools,
etc. Willingly provide this information.
* Make sure that rest rooms are in excellent condition.
* Direct the tourist to the local chamber of commerce or
other tourist information sources for available brochures
on community attractions.
DO:
* Greet tourists cheerfully. They are probably tired from
traveling.
* Know as much as you can about your community and area,
and look for appropriate opportunities to tell
interesting things about them.
* Check to see if a tourist has visited previously before
giving directions. He/she may not need detailed
descriptions.
* Direct tourists to the local chamber of commerce or
other information sources if you cannot answer their
questions. But be sure you know the answer the next time.
* Cheerfully direct the tourist to another garage for
repairs of a type you cannot handle.
* Provide "excellence" in the services of a reliable
service station. Clean a customer's windshield and
headlights; offer to check the oil, battery and tires;
look for water and fluid leaks; offer fresh litter bag
services; provide clean rest rooms, cold water, and snack
foods.
* Invite the tourist back and mention that you were glad
to be of service.
DO NOT:
* Don't "overdo" the car check.
* Don't try to sell the tourist something that is not
needed.
* Don't give a grunt when answering a question.
* Don't forget that local service stations may give
tourists the only impression of a community they ever
have.
Acknowledgments
This publication was written and compiled by Chad P.
Dawson, New York Sea Grant Extension Program, with
contributions from: Robert Espeseth, Illinois-Indiana Sea
Grant Program; John McKinney, Michigan Sea Grant College
Program; Karen Plass, University of Wisconsin Sea Grant
Institute; and Fred Snyder, Ohio State University Sea
Grant Program.
The concept of this publication was contributed by Linda
Parks, formerly with the New York Sea Grant Extension
Program. Much of this publication was adapted from
materials developed by the Cooperative Extension Service
at the University of Arizona, the Canadian Tourist
Association, and the Tourism USA publications of the
University of Missouri.
MSU is an Affirmative Action/Equal Opportunity
Institution. Cooperative Extension Service programs are
open to all without regard to race, color, national
origin, sex, or handicap.
Issued in furtherance of Cooperative Extension work in
agriculture and home economics, acts of May 8, and June
30, 1914, in cooperation with the U.S. Department of
Agriculture. W. J. Moline, Director, Cooperative
Extension Service, Michigan State University, E. Lansing,
MI 48824.
This information is for educational purposes only.
Reference to commercial products or trade names does not
imply endorsement by the Cooperative Extension Service or
bias against those not mentioned. This bulletin becomes
public property upon publication and may be reprinted
verbatim as a separate or within another publication with
credit to MSU. Reprinting cannot be used to endorse or
advertise a commercial product or company.
New - 9:87 - 5M - TCM - RP, Price $1.00, for sale only.
File: 33.2 (Tourism and Recreation)
This information is for educational purposes only. References
to commercial products or trade names does not imply
endorsement by MSU Extension or bias against those not
mentioned. This information becomes public property upon
publication and may be printed verbatim with credit to MSU
Extension. Reprinting cannot be used to endorse or advertise
a commercial product or company.
This file was generated from data base TD on 09/30/03.
Data base TD was last revised on 06/06/02.
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alexande@msue.msu.edu . Please read our
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