Chapter 6 in our text discusses customer turnoffs and service breakdowns. The three types of turnoffs discussed are: value, systems, and people turnoffs.

As customers, we can't really impact any of these three. As customer service providers, we can directly impact people turnoffs, but we don't have as much of an impact on the other two. However, as managers or owners, we can control all three.

In your experience, which of these three types of turnoffs is the most important? Choose an industry in which you have worked or one that you are very familiar with and explain how a manager or owner in that industry can make specific changes that will result in lowering the number of turnoff incidents for the type of turnoff you listed above.