Great — moving straight into **STEP 5: the 3-month journey (NEW + USED)**.

This is the *most important milestone* in the entire renewal cycle.
At 3 months, urgency is natural, justified and expected — and customers are now thinking:

* “What happens next?”
* “Will I get charged for any marks/tyres?”
* “Should I keep it or change?”
* “What’s the value of my car?”
* “What do I actually need to do?”

So our messaging must feel:
**helpful → proactive → protective → valuable → not pushy.**

Below are the completed templates.

---

# 🚦 **3-Month – NEW CAR Customers**

## **Outbound Message – EOT_3_NEW**

```
Hi [customer_name], it’s Lia from Lincoln Audi.

You’re now around 3 months from the end of your agreement, so this is the point where we normally invite customers in for their end-of-contract check.

It’s a quick visit where we:
• confirm the condition (to avoid any unexpected hand-back charges)  
• check the market value vs your settlement  
• show your best options using any loyalty contributions still available  
• and make sure everything is set for a smooth handover

Would you like me to arrange a time that suits you?
```

---

## **First-Reply Intro – EOT_3_INTRO_NEW**

```
Thanks for getting back to me, [customer_name].

At around 3 months to go, the end-of-contract check becomes important — it protects you from any unexpected charges and helps you plan the best financial option.

We can:
• confirm the vehicle’s condition  
• check the current market value against your balance  
• show whether upgrading, keeping, or handing back gives you the best result  
• and secure one of the remaining loyalty-supported offers if you decide to change

When works best for you to pop in?
```

---

# 🚦 **3-Month – USED CAR Customers**

## **Outbound Message – EOT_3_USED**

```
Hi [customer_name], it’s Lia from Lincoln Audi.

You’re now around 3 months from the end of your Approved Used agreement, so it’s time to arrange your end-of-contract check.

During the visit we’ll:
• assess the car’s condition (to avoid any hand-back fees)  
• review the value of the car compared to your remaining balance  
• look at your “keep, change or return” options  
• and show you available upgrade choices — including loyalty support if you’d like to move into a new Audi

Would you like me to get this booked in for you?
```

---

## **First-Reply Intro – EOT_3_INTRO_USED**

```
Thanks for your reply, [customer_name].

At 3 months to go, it’s the ideal time to complete your end-of-contract check. This helps you avoid any unexpected charges and gives you a clear picture of the best path forward.

We’ll talk through:
• the condition and any potential hand-back costs  
• whether keeping the car represents good value  
• upgrade options using any remaining loyalty support  
• and the simplest way to complete your agreement

When would you like to come in?
```

---

# 🎯 **Why these work**

* Strong *reason* for the appointment → avoids sounding salesy
* Protects the customer (psychological safety)
* Ensures they feel in control of the decision
* Builds curiosity → “what are my options?”
* Encourages a *showroom appointment first*, then phone if needed
* Aligns with your rule: customers should want the appointment, not feel chased into one

---

# Ready for Step 6?

Next milestone = **9-month messaging** (NEW + USED), including:

* “Unused loyalty contributions allocated to your account”
* “This is a great time to explore options early”
* “Your car is still strong in the market”
* Intrigue + FOMO without pressure

Just say: **“step 6”** and I’ll generate the full set.