October 6, 2020
We spoke to Justin Reason, Head of Operations at Quattro-Tech, a Cambridgeshire-based independent Volkswagen Group specialist known for exceptional customer service and technical excellence.
When lockdown was first announced, Quattro-Tech quickly implemented best practice COVID-19 secure measures to deliver peace of mind for everyone – and profitability for the business.
“We took the decision to remain open so we could fulfil our obligations to our customers. We consulted with staff to ensure everyone was in agreement about how we could create the safest environment possible. All of which led to us introducing several new measures and processes.”
New measures and processes.
- Multiple hand-sanitiser stations on-site
- Strict social distancing
- Rigorous cleaning / sanitising schedule – particularly at customer touchpoints
- Sneeze-screens installed
- Customer drop-off appointments – to reduce queueing
- Contactless key drop-off procedures
- Keys cleaned on return/pin pad cleaned before and after use
- Staff PPE (new gloves on every job), washable snoods (replaced daily)
- No test drives or customer lifts from the team.
“All of our new measures were communicated to customers via email, blogs and social media. And we used the same channels to provide regular updates on any new measures that we set up.
From April, we also had a small team offering telephone support. Fielding around 20 calls a day, we’ve been answering customer queries and arranging essential repairs.
We’ve had great feedback and it’s played a big part in increasing customer confidence when visiting us on site. For example, we had one customer who drove all the way from Colchester to get his ABS pump repaired because he knew about our COVID-secure measures.
The new normal has also meant taking a fresh look at the business going forward. Customers want to quickly drop-off and pick-up their vehicles so many of the new measures will remain in place.
It’s been a challenging year, but we’ve bounced back. We’ve taken on two new staff and are continuing with our core servicing and repair work, including our commitment to using Volkswagen Genuine Parts.
I think where our business is now has a lot to do with the measures we promptly introduced and how we communicated the changes to staff and customers.
My advice to other businesses regarding the introduction of COVID-secure measures is to not view it as a hassle but to think of it as an opportunity to move forward.”