Managing Customer Expectations

By providing a clear explanation of the services to be provided and the time it will take, customers will be able to plan accordingly when they bring their vehicle in for Service. It’s also important to manage their expectations throughout the Service experience.

Best Practices for Managing Expectations

• Verify the entire 17-Digit VIN with every customer, this will assist with any recalls or unexpected parts delays.
• Be transparent when it comes to pricing so that customers are not surprised when they receive the invoice.
• Utilize Service Lane Technology (SLT) to communicate more effectively, taking advantage of texting and using pictures and videos.
• Provide customers with accurate and specific delivery times (Ready When Promised).
• Consider shop capacity and parts availability when making time estimates. If parts are delayed, let the customer know and keep them updated on the status of the order.
• Provide regular updates throughout the repair process and let customers know of additional time needed for car washes, etc. (Utilize Quarter-Time).
• Utilize Quarter-Time for timely updates. So, for an estimated one-hour repair, update the customer within the first 15 minutes.

Managing customer expectations with these simple steps can help build trust with your customers, which supports retention and Service loyalty.

Sincerely,
National Service Operations Team
Kia America, Inc.