Fixed Ops Magazine - 2020 Vol17 03 - 13

and text you at the provided number to discuss their
needs.
3. Pick up their car to provide the service and once
their car is ready, text them advising them that your
team has wiped down/sanitized all items, including
the key.
4. Offer Contact-free payment options over text.

IMPLEMENT INTERNAL POLICIES
SANITATION POLICIES FOR STAFF
* Start by making sure you have sanitizer, and that
all relative contact points are constantly sanitized
throughout each day. Phones, keyboards, water fountains, door handles, restrooms, handheld equipment,
etc. all need to be addressed.
* Ensure that all of your employees wash their hands
on a regular basis and that they do so in a manner
that is in line with the Center for Disease Control's
recommendations.
ways to overcome our customers' fear of COVID-19
while ensuring them that it is safe to service with us".
To stay top of mind, embrace alternatives to in-person
visits across all of your locations, such as "delivery signature care," which allows customers to schedule per-

* Use texting to advise customers of these changes as
they inquire about your new internal health policies.

POST POLICIES AND NEW DIRECTIVES
ACROSS THE WEBSITE AND SOCIAL MEDIA

sonal valet service from the comfort of their homes.

* Create a page on your website advising customers

"We've been utilizing our valet, pick up and delivery

about the safety initiatives your dealership and ser-

service to adhere to all of the CDC guidelines and en-

vice centers are taking to ensure their safety. Addi-

sure our customers have access to great sanitary and

tionally, enable a Webchat feature that allows them

contactless services that keep them safe," says Henne.

to easily interact with your team, and ask questions
about your policies.

Dealers can also set up "drive up and go" concierge
services for customers to park anywhere in the parking

* Send out an email to your customers letting them

lot, shoot over a text for a staff member to pick up their

know that you've always been attuned to their safety,

vehicle and begin the repair.

and to prevent their exposure to any air or contact
borne bacteria or viruses. This includes letting your

HOW TO IMPLEMENT CURBSIDE
CONCIERGE SERVICES:
1. Allow customers to simply drop-off their vehicles in
the designated curbside area.
2. They can place their keys in a provided Ziploc bag

MAY JUNE 2020 || FIXED OPS MAGAZINE

customers know that you've historically told your employees to stay home if they have any cold or flu-like
symptoms.
* Go on to tell them how you sanitize your shop and
every vehicle that comes into your shop. You should

13



Fixed Ops Magazine - 2020 Vol17 03

Table of Contents for the Digital Edition of Fixed Ops Magazine - 2020 Vol17 03

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