A dispenser with disinfectant and a container with rubber gloves currently greet customers at the entrance to the Wolfsburg Hotz and Heitmann car dealership. The signs at the registration desk read: “Please keep your distance. Many thanks for your understanding.” On the floor, adhesive strips indicate the necessary distance to the next customer. Employees greet customers behind a pane of glass. “Many people attach importance to their individual mobility, especially during the corona crisis,” says Hotz and Heitmann Managing Director, Michael Bröning. “We try everything to make this reasonable wish possible for people.” And that can only be achieved with the necessary precautions.
How a VW service center operates during corona times
Avoiding personal contact with the customer? This is actually a no-go for employees in Volkswagen service centers. In the fight against corona, they have to rethink in order to ensure that customers, especially the rescue services, remain mobile. This can only be achieved through consistent measures.
Disinfect, put on disposable gloves and then keep your distance.
The customers at the Wolfsburg Hotz and Heitmann car dealership are now adhering to the measures against corona.
Appointments for a visit to the service center are arranged in such a way that only a few customers are on site at any one time, in order to maintain the necessary distances during the corona situation. But even in the workshop, it is clear that a special effort has been made to respond to the unusual situation. There is always a lifting platform between the vehicles, and only 50 percent of the mechanics are on duty. The other half are on short-time work. “We change weekly. This way we can ensure that operations are maintained in the event of sickness.”
Particular importance is also attached to ensuring hygiene is maintained in the interior of the vehicles. The mechanics stretch a protector over the driver’s seat, and disposable foil is applied over the steering wheel and the gear stick. When the work on the car is finished, all areas that have been touched are disinfected. Afterwards the car is put into quarantine, i.e. nobody touches it for several hours until the customer receives it again.
There is an additional service for police vehicles’, fire brigade, rescue services and post office to ensure essential mobility. “We have introduced a 24-hour emergency service and are in close contact with the city,” explains Bröning.
And Volkswagen has also come up with a few ideas for the contactless sale of vehicles: it is digital. The customer can get in contact by phone or e-mail, and the advice is then given over the phone or via video conference. Signed sales contracts can also be sent to the Wolfsburg dealership by e-mail or post. Anyone who decides to buy a vehicle will have it delivered directly to their front door.
Managing Director Michael Bröning is concerned about the health of his employees and customers. He implements many measures to achieve this.
