Before the customer arrives
Confirm paperwork pack completeness, vehicle cleanliness, fuel/charge level expectations, and any agreed remedial work. If something slipped, tell the customer early — surprises at collection erode trust fast.
During the handover
Walk the vehicle condition together, confirm controls and documentation, and set expectations for warranty/guarantee boundaries at a high level (defer statutory detail to your policies and professional advice). Log that the handover occurred with date and staff member.