Managing Customers’ 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

• Provide customers with accurate and specific promise times
• Consider shop capacity and parts availability when making time estimates
• Provide regular updates throughout the repair process and let customers know of additional time needed for car washes, etc.

Managing customer expectations with these simple steps helps build trust with your customers, which supports retention and service loyalty.

Sincerely,

National Service Operations Team
Kia America, Inc.