If Bob's Plumbing inflates the time it will take for a plumber to visit, then has the plumber arrive a day earlier, the customer will be suitably impressed. This is a technique that emphasizes the use of ________.
A) over inflating
B) under managing
C) bad estimation
D) managing expectations

Question

Quizplus · Accepted Answer

This technique is commonly known as "managing expectations," where a company purposely sets an expectation that is longer than the actual time it will take to complete a task to give the impression that they are going above and beyond for the customer. By having the plumber arrive earlier, the customer's expectation is exceeded, and they will likely have a positive impression of the company.

If Bob's Plumbing Inflates the Time It Will Take for a Plumber