Getting prepared: best practice tips on social distancing

Based on government guidance, it will be 9 May, at the earliest, before UK car retailers can expect to open their doors to the general public.

When this happens, social distancing measures will remain as a crucial defence against a second wave of COVID-19.

With this in mind, here are some best practice  tips we have collated from dealers and the broader retailing environment on how re-opening can be managed to respect social distancing

1. Your own team – before re-opening, start by considering your team; provide clear guidance/facilities to keep them safe
2. Suppliers – provide guidance on contact and delivery procedures
3. Digital – create customer confidence and awareness of your social distancing measures across your digital platforms, including details on car cleaning for aftersales customers
4. Online tools – add functionality such as P/X valuation, deposit-taking facilities to reserve vehicles and interactive F&I tools
5. Make cleanliness a priority, especially high footfall areas such as toilets
6. ‘By appointment’ – encourage sales/service customers to make appointments to visit at allocated time slots. For sales seek information on any car the customer is interested in to ensure it is accessible and pre-sanitised
7. Ask people to visit the showroom solo or in a maximum party of two
8. ‘Drive-through’ service check-in/handover areas, to minimise showroom traffic and personal interaction (for now, a waiting area may not be appropriate)
9. Review showroom and forecourt layouts providing more space between vehicles and encouraging a one-way flow of footfall traffic
10. Place sanitisers/hand gels at entrances/exits and near payment and PC terminals, prominently signposting its use
11. Seek to keep everyone a minimum of two metres apart and avoid hand-shaking
12. Consider using Perspex screens as protection on desks/at customer service areas
13. Revisit your policy on test drives with a plan for unaccompanied test drives
14. Add social distancing markers at key points in the showroom where customers might be viewing a vehicle
15. Appoint a member of staff as a ‘social distancing’ monitor, maintain standards and customer care 

    Martin Hill is director of strategic partnerships at AutoProtect Group