Car dealerships have met the challenge of COVID-19 by reinventing the sales and service process.
British Columbia — and other jurisdictions — have begun the process of reopening their economy in a safe and responsible manner.
BC’s New Car Dealers were identified early on as providing services that were essential to maintain in the midst of the pandemic.
As a result, members have been operating in a safe environment throughout — for drivers requiring maintenance, servicing, and recalls.
And while not top of mind for many, dealers have also been open and available for consumers looking to purchase vehicles or renew lease agreements. Our members have been incredibly creative, as they have had to adapt their services.
Given the current environment, it’s only natural that consumers continue to experience some level of anxiety and concern upon entering any business establishment.
As a result, when customers enter a New Car Dealer, they are greeted with posters or digital screens that outline the COVID-19 safety plan being administered by that particular member.
The New Car Dealers Association of BC (NCDA) has also created a COVID-19 Health and Safety Toolkit as part of our Resource Dashboard page.
The guidelines include protocols for sales and service to ensure all member dealers have the latest information on how to develop a consistent set of health protocols, intended to protect customers and staff.
Some of these include: disinfection of all frequently used areas such as the showroom, washroom and waiting area — multiples times each day; physical distancing at all times, as identified through lines on flooring, partitions or signage; limiting the number of customers inside at any one time; and conducting meetings with customers where possible through video conference or telephone.
The NCDA Toolkit also recommends allowing only one customer per shuttle vehicle, which is then disinfected after each trip.
Furthermore, all vehicles dropped off for service are disinfected at the time of drop off and again before pick-up, including keys.
The NCDA Toolkit also recommends allowing only one customer per shuttle vehicle, which is then disinfected after each trip. Non-medical face masks are encouraged for short periods of time when physical distancing cannot be maintained and additional hand sanitizer stations are recommended for customers.
The NCDA also welcomed release of an initial set of WorkSafeBC guidelines to help businesses and organizations develop their plans to reopen safely, as this will help dealerships further strengthen the safety plans they already have in place.
As we enter what many have coined the “new normal,” BC’s New Car Dealers will continue to adapt and create new procedures. As an example, on the car-buying front, some dealers have launched a “buy from home” program which allows purchasers to browse vehicles online, email a dealer with their vehicle of interest, who then delivers a sanitized vehicle for a 24-hour test drive. All documentation can then be prepared online and over the phone — all from the comfort of a customer’s own home.
Our members are also doing what they can to help those who are facing financial hardships due to the global pandemic. Many are offering, in partnership with their OEM, payment deferrals, vehicle promotions, and refinancing options to help their customers get through this challenging period of time.
The creative work on innovative ways of conducting business during COVID-19, including strategic investments in digital tools, should serve dealerships well as we re-emerge better positioned to serve customers.
I am also immensely proud of all of our dealers who have also focused on giving back to the community during this time. Many of our members have organized food drives, essential item delivery services to those in need, PPE delivery to hospitals, and sizable donations to organizations that are helping out during the pandemic.
On a final note, I want to thank all health care and essential workers for their dedicated service during this unprecedented time. #werenthistogether
