During these challenging times, industries, and retailers, including the automotive industry needs to evaluate the ways in which they operate their day to day business. On one hand they need to continue to trade and stay viable, on the other hand however, and more importantly, they have the obligation to make an extra effort to keep their staff and customers safe.
Spotless hygiene measures and social distancing remain at the heart of every interaction. In addition, closed show rooms closed or limited operation and opening times, mean that online services are gaining significant importance. This includes a “click & collect” option, that gives customers’ the flexibility they need to decide on finance options while also fulfilling their demands for new vehicles in an appropriate time and manner. Finally, it gives customers the confidence that the government’s strict measures are adhered to and that they stay safe – whether they are collecting their vehicle or getting it delivered by the dealer or a third party.
This implies that anyone involved with the vehicle handover process must follow government guidelines and hence be fully compliant with all procedures to ensure a safe process.
The BVRLA recently outlined a few guidelines on how to meet the standards:
- Provide staff with detailed information and training on procedures and guidelines.
- Keep at least two metres away from other people – on site, in branch and on customers’ premises.
- There should be no passengers in the vehicle. However, if two drivers need to travel in the same vehicle, the largest vehicle available should be used and the driver and passenger should sit as far away as possible from each other, i.e. one passenger in the front and the other in the back, on opposite sides of the vehicle. Having the windows open will also allow air to circulate throughout the vehicle.
- Strict and comprehensive disinfection of all vehicle touch points – on the inside and outside. E.g. wiping down the steering wheel, gear stick, crane controller, access handles and any handheld devices with anti-bacterial wipes after each delivery/collection.
- Safe disposal of the wipes, double bagged and tied in a bin.
- Washing hands with soap & warm water for 20 seconds before and after each delivery/collection or using hand sanitiser if a handwashing facility is not available.
- No touching of eyes, nose, or mouth if hands are not clean.
- If available, the driver should wear single use gloves which are changed after each delivery/collection and disposed of safely.
- Clear communication with customers prior to collection or delivery to provide guidance on how a contactless interaction will work in detail.
- Calling the customer on arrival rather than approaching their door.
- At handover, all keys, and all paperwork in the should be placed in an envelope in the vehicle.
- Leaving the driver door open, so the customer can safely access the vehicle.
- The keys should be wiped with hand sanitiser/wipes before being placed in the envelope.
- If the customer is required to sign a hand-held device, collection/delivery report or any other paperwork, they should use their own pen.
- All devices should be sanitised prior to handed over to the customer.
- Electronic signatures should be used wherever possible.
If you are waiting for a delivery or if you are unsure on how to keep yourself and your employees safe, get in touch with us. We offer free guidance and support regarding all questions surrounding contract hire, flexi and short-term hire solution, vehicle delivery or collection.
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