How soon should you contact a customer after they have taken delivery of their new vehicle as part of a premium follow-up?

Contacting a customer within 24 hours after they have taken delivery of their new vehicle is considered a part of providing excellent customer service and maintaining a premium follow-up. This timeframe is effective because it allows you to ensure that the customer is satisfied with their purchase while the experience is still fresh in their mind. It also gives them an opportunity to address any immediate questions or concerns about their new vehicle, which helps to solidify their positive impression of both the product and the dealership.

Reaching out too quickly, such as within 12 hours, may not provide customers sufficient time to acclimate to their new vehicle and gather their thoughts. Conversely, waiting too long, such as 48 hours or up to a week, may signal a lack of continued interest or support from the dealership. Following up in the 24-hour window strikes the right balance, reinforcing that the dealership cares about the customer’s experience beyond the sale.