The Perfect Redelivery

Active redelivery plays a critical role in service satisfaction as it’s the last impression customers have of their service experience at your dealership.

Customers are in a hurry to get their cars back. To meet expectations, it is imperative to have a written, thorough and easily repeatable delivery process.

Below are some best practices for a successful redelivery.

Redelivery Best Practices

• Ensure all charges are accurate before walking customers through the repair order.
• Review all work, to include MPI, to make sure it was completed properly and advise of future needs. For EV models, reiterate the software(s) update that was performed as applicable.
• Physically check the vehicle to make sure it has been cleaned inside and out.
• Ensure that the service light has been reset and for EV models, the charge is higher than when customer had brought it in.
• Reset vehicle settings to customer’s preset positions – have a process to document and ensure it is all returned the same!
• Remove all protective seat and steering covers prior to redelivery.
• Execute your dealerships “Next Appointment” process (window cling, schedule next appointment follow-up).
• Walk customers to their cars, address them by name, and thank them for their business.

Following these best practices for redelivery will not only lead to great lasting impressions with your customers, it can also lead to building trust that turns into future business.

Sincerely,

National Service Operations Team
Kia America, Inc.