Post-Delivery Follow-Up

Automotive · 4 minutes

Intent: The transaction closed. The relationship is either starting or ending, depending on the next ninety days.
Objective: Confirm the promise was kept, and earn the referral rather than requesting it.
Context: What was promised at delivery, what was outstanding, and what they told you the vehicle was for.
Don't: Ask for a review before you've asked how it's going. Send a survey in place of a conversation.
Next step: Thirty days: how is it doing against the thing you bought it for. Six months and a year: scheduled, and offered to the consent gate.
Escalate: An unmet delivery promise → owner review the same day.
Measure: Check-in response rate. Referral rate. Repeat purchase at 36–48 months.

THE EXCHANGE

Rep

A month in — has it done the Grand Beach run yet, and does the crate actually fit behind the second row like we thought?

Customer

It does. The heated seats were the best money we spent.

Rep

Good. I'll check in around the six-month mark before winter. If anyone you know is stuck in the same spot you were, send them to me directly.

Every playbook ends in a conversation. A playbook without dialogue is a memo.