Every day, we’re bombarded with news related to how the coronavirus crisis has brought a tremendous shift in what we do and how we function. From the day-to-day routines of our lives to the way how different business sectors operate at large, everything has been shaped by the global pandemic and we’re left with no choice but to adapt to what’s called the new normal.
What does this mean for the automotive industry? While a major chunk of this business sector has shifted to the digital space for good, a lot of safety precautions need to be considered by the dealerships still operating physically to ensure the safety of customers as well as of their employees in the contemporary landscape.
A number of renowned global automotive manufacturers have shifted to the digital model with virtual showrooms and video consultation services and Toyota showrooms operating worldwide are no exception to the case. Although, the dealerships are taking the necessary safety measures in compliance with the COVID-19 restrictions and protocols for a secure dealership experience for their staff and customers, Here are a few imperative safety tips to follow:
1- Have a Detailed Safety Plan:
The first step is to be prepared for any unpredictable circumstances by having a detailed safety plan with reference to the dealership premises, staff, and incoming customers. Implementation of social distancing protocols, mask provision, mandatory use of sanitizers, disinfecting the facility, and the use of other personal protective equipment (PPE) should be a part of your bigger plan.
2- Ensure Implementation by Educating Staff:
It’s important for the dealership staff to follow a consistent set of protocols and it can be done by adequately educating them about the practical implementation of the plan. It will also help them to understand the impact of their actions on their surroundings. Hold meetings with the staff to ascertain that everyone is on the same ground and encourage active participation to ask questions related to the policies and processes.
3- Be Transparent in Customer Communication:
The increasing uncertainty concerning personal health and safety can make customers hesitant to visit the dealership. Under such circumstances, being open and transparent in communicating with the customers about what are your plans and actions to keep them safe can build a sense of trust and comfort among them. By taking an active stance on social media for communicating pandemic protocol, you can take the customers into confidence that you’re considerate about them.
4- Service Modifications:
To streamline the service work in accordance with the pandemic precautions, the dealerships must provide disposable gloves to the technicians for performing service tasks. In addition to disinfecting the facility, the types of equipment including the steering wheel must have protective disposable covers on to minimize the chances of contracting any probable infections.
5- Effective Appointment Booking System:
To control the influx of people visiting the dealerships, it is important to have an effective and easy appointment booking system for each of the services, whether the customer wants to buy a new car, or get their old vehicle serviced. The appointment mechanism should be flexible. The customer service department must also be vigilant enough to follow up for confirmation and the slots must be allotted in a systematic way to avoid getting the dealerships too crowded.
6- Assess Effectiveness:
Once you have everything in perspective and the plan is being implemented, the next and final tip is to evaluate the effectiveness of your efforts. By doing so, you will be able to evaluate what went well and what needs to be improved to obtain the most out of your safety measures plan. Other than that, regular feedback from the customers can also help you to understand whether their expectations are being met, and if not, it can give you an insight into the bigger picture to improvise.
Wrapping it up, to keep the business running and flourishing, it’s important for the dealerships to take into account all the factors related to customer’s concerns and their satisfaction. The dealerships that take all these measures seriously certainly do have an edge over their competitors. While it’s hard to predict what lies ahead, one thing is for sure, the dealerships will continuously need to monitor the way they adhere to the new safety protocols and adapt to the new normal.
Author Bio: Kamil Kara is a content contributor at Mainstream Pakistan and associated with digital marketing for the last six years. Presently working at Digital Eggheads, a digital marketing agency in Karachi.
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