Because he has a busy practice, new patients for dentist Dr. Kirby Brown are told that, unless there is an emergency, the first available appointment sill be in 3 months. If they accept the appointment, they will be reminded of their appointment by a courtesy call. This first visit will take about an hour. On this visit, their teeth will be cleaned and x-rayed, their gums will be examined, and the dentist will talk to them about future dental treatment needs. Dr. Brown is:

A) managing service promises

B) managing customer expectations

C) not communicating with customers enough

D) managing horizontal communicstions among staff members

E) exceeding customer expectation by offering prompt service