Which statement about customer service in the automotive industry is considered best practice?

Keeping promises made to customers and effectively communicating any changes or issues is a cornerstone of excellent customer service in the automotive industry. When service consultants provide a commitment, whether it's regarding the timing of service, costs, or the quality of repairs, following through on these promises builds trust and rapport with customers.

When expectations are clearly set, and any necessary changes or updates are communicated promptly, it fosters a positive experience for the customer, making them more likely to return for future services and recommend the business to others. This principle goes beyond simply doing what is expected; it involves creating a relationship where customers feel valued and informed throughout their service experience.

In contrast, the other options do not uphold the same standard of customer service. Offering only the cheapest option might neglect to consider quality or customer needs, while limiting follow-ups to only major issues may leave customers feeling neglected for smaller, yet significant queries or concerns. Additionally, while providing estimates before diagnosis may seem helpful, it can potentially lead to misunderstandings regarding the actual nature of the issues, which can affect customer satisfaction adversely.