Whether it’s how well you think your favorite sports team will perform this year, or the quality of food you hope to get when ordering at a restaurant, our expectations beforehand significantly impact how we’ll react to the outcome of any circumstance. If you go to a Jason Statham movie expecting an emotional and Oscar worthy movie, you’ll be disappointed. But if you’re excited for some popcorn-popping fun and action, the results should match, and you’ll walk away smiling.
In the automotive service industry, understanding and setting realistic expectations with customers is likewise critical to maintaining trust, ensuring satisfaction, and fostering long-term relationships. Whether a customer is coming in for routine maintenance or a complex repair, their expectations must match with the reality of the service process. This helps minimize misunderstandings, reduce frustration, and create a positive, transparent service experience.
Setting realistic expectations involves clear communication about the scope of services, timelines, costs, and potential outcomes. Service advisors who master the art of expectation management will build trust with their customers, increase retention, and drive loyalty. Let’s discuss some ways how service advisors can effectively communicate them, and the benefits this practice has for both the customer and the business.
Repairs and maintenance can often be complex, costly, and time-consuming. Customers need to understand what to expect before, during, and after their vehicle service. When expectations are not aligned with reality, it can lead to dissatisfaction, confusion, and ultimately lost business. When customers are not given accurate expectations, they are more likely to experience frustration. This could happen if the service takes longer than expected, the cost exceeds what was quoted, or the service doesn’t deliver the desired results. When these things occur, customers feel misled, and it damages the trust they have in the service provider. Remember the old saying – “under promise, and over deliver”. By setting realistic expectations from the start, service advisors can help customers understand what will happen and when, thus reducing the likelihood of frustration.
When a service advisor sets clear, achievable expectations about the service process, customers feel more comfortable. They are confident that their service advisor is knowledgeable, truthful, and committed to providing the best possible service. Trust is the foundation of long-term relationships, and customers who trust their service advisor are more likely to return for future services. Setting realistic expectations allows customers to make informed decisions. If they understand the costs, timeline, and potential outcomes of a service, they can decide whether or not to proceed with the work. This helps avoid dissatisfaction and the feeling that they were pressured into services they didn’t want or need. Customers appreciate transparency and the ability to make decisions based on a full understanding of the situation.
When customers’ expectations are met or exceeded, they feel satisfied with the service. By communicating clearly and accurately, service advisors show that they value the customer’s time, money, and trust. This enhances the overall service experience and boosts customer satisfaction. And satisfied customers are more likely to return for future service appointments, refer friends and family, and leave positive reviews, all of which contribute to the growth and success of the business.
One of the most common sources of customer dissatisfaction in automotive service is when the service takes longer than expected. While unexpected delays are sometimes inevitable, service advisors should always aim to provide realistic timeframes for completion. Accurate time estimates set the tone for the service experience and help manage the customer’s expectations. Before giving a time estimate, carefully assess the scope of the job. Consider factors like the complexity of the repair, the availability of parts, the technician’s workload, and the likelihood of unforeseen complications. Let the customer know how long the service will take and provide an approximate timeframe. If you expect the service to take a few hours, tell them it might take between 2 to 4 hours. Giving a range of times is often better than committing to a specific hour, which could lead to frustration if there’s a delay.
It’s always better to overestimate than to underestimate. If you expect a repair to take 2 hours but anticipate potential challenges, give the customer a 3-hour estimate. This allows some room for unexpected delays while still keeping the customer informed. And if the service is going to take an extended period, provide updates. Even if the repair is going smoothly, an update like, “We’re about halfway through and on track,” helps reassure the customer.
As you know, cost is another big issue when setting reasonable expectations. Customers should always receive a clear, upfront estimate before any work begins. If unexpected repairs or additional services are needed, the customer should be informed immediately and given an updated estimate before proceeding. Always give customers a written estimate before starting work. This should include labor, parts, taxes, and any additional charges. Break down each cost clearly to ensure there’s no ambiguity. Instead of saying something like, “It will cost a few hundred dollars,” provide specifics: “The labor cost will be $100, and the parts will be $150.” This allows customers to have a clear understanding of the breakdown.
Help customers understand the value of the service. For example, if a customer questions the cost of replacing a timing belt, explain how the timing belt protects the engine, and the cost of replacing it now is far less than repairing an engine that has failed due to a broken belt. A great tool for this, of course, are the many Car Care Videos from AutoNetTV. If you don’t already, consider using AutoNetTV’s videos with your customer conversations to reinforce your professional recommendations. You can add a video for virtually every maintenance, repair, or replacement part topic on your website with AutoNetTV’s Car Care Web product, or have the videos tie to or integrate with your digital inspection tool for your tablet or computer through the AutoNetTV Car Care Plugin product. Showing detailed visuals of the various vehicle components, and how your recommended service saves them money and improves the life of their vehicle, are powerful ways to boost the rate of customer acceptance.
Once the service has been completed, setting expectations for follow-up communication is key to reinforcing trust. If there are any concerns after the service or additional issues arise, customers should know how to reach the service advisor and what to expect regarding follow-up. If the service comes with a warranty, ensure that the customer understands the terms. If something goes wrong after the repair, let them know how the warranty works and how they can get it addressed. Offer customers guidance on how to care for their vehicle after service.
Following up a few days after service to make sure the customer is satisfied shows that you care about their experience. It also gives you an opportunity to address any concerns that might arise after the work has been completed. Let customers know that they can contact you if they have any questions or concerns after the service is done. And provide multiple ways for them to get in touch with you, such as email, phone, or text.
Setting realistic expectations is key in providing an excellent customer. Service advisors who communicate transparently about timeframes, pricing, and service outcomes help customers make informed decisions and build trust. By setting realistic expectations from the outset, service advisors can reduce frustration, prevent misunderstandings, and enhance customer loyalty. In the long run, this approach contributes to higher customer satisfaction, increased retention, and a stronger business reputation. Ultimately, setting realistic expectations is not only beneficial to customers, but also a strategic move for service advisors and facilities looking to achieve lasting success. Now when is the newest Jason Statham action movie playing?!
For more information contact our customer success team at (801) 492-9900 or email us at info@autonettv.com.
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