Managing Customer Expectations

A smooth service experience starts with one key ingredient: clear communication. When customers know what to expect—from pricing to timing—they’re more likely to stay satisfied, trust your team, and return for future service.

Here’s how to set the tone from drop-off to pick-up:

Best Practices for Managing Expectations

• Verify the full 17-digit VIN at check-in to catch any potential recalls and avoid surprises with parts or diagnostics.
• Be upfront about pricing so customers aren’t shocked at the invoice. A clear estimate sets the tone for trust.
• Service Lane Technology (SLT) is your best friend — use it to send updates via text, share photos or videos, and keep customers in the loop.
• Provide accurate promise times based on actual shop capacity and parts availability (Ready When Promised).
• If delays happen—due to parts, added services, or even a car wash—communicate early and clearly.
• Use the Quarter-Time rule for updates: For every hour a repair is estimated to take, check in with the customer after 15 minutes to confirm progress.

When you manage expectations proactively, customers feel respected and informed — leading to stronger relationships, better retention, and long-term loyalty.