Customers shape experience at Abbotsford auto dealership – during COVID and beyond

While it may seem like society is paused, the world – and its experience with COVID-19 – is changing daily.

“As we continue to maintain our physical and social distance and avoid many of those activities we’ve grown accustomed to, it can seem like the world is standing still, but in reality, things are changing quickly,” says Brian Choo, General Manager of Abbotsford’s OpenRoad Toyota.

As local businesses navigate that rapidly evolving reality, some benefits for customers have emerged.

Designated an essential service early on, the Toyota team moved quickly to take steps to help ensure the safety of both customers and staff. “We’re currently operating at about 75 per cent of capacity, so the need is there,” Choo says.

As service department technicians worked to ensure frontline employees could get to work and others had transportation for their essential needs, the OpenRoad team engaged with customers to determine which measures they wanted to see.

“We continue tracking people’s requests, and all the feedback we receive, to see where the need is and how we can best deliver that,” Choo says.

Some measures – like the contactless drop-off/pick-up and online payments – have been so well-received, they’ll likely continue post-COVID. And the dealership continues to adapt with new ideas to make life just a little easier for customers.

“People appreciate the steps we’re taking, not only to address health and safety concerns, but to make the service process easier.”

Choo is also eyeing changes for sales. Moving to an “all-in” pricing model, would allow customers to view the available inventory online, find a vehicle they like, then see exactly what their payments will be, taxes and fees included. “Consumers want that clarity. They’ll know the cost up-front, then they can come in for a test-drive. It streamlines the process.”

Here’s a look at other safety measures at the local dealership:

  1. For now, the sales department is open by appointment only, with in-person meetings following social distancing protocols, but the team is also happy to speak with clients by phone or video conferencing.
  2. In the service department, drop-off and pick-up procedures are touch-free and all technicians wear disposable gloves.
  3. Vehicles in for servicing receive seat protectors, keys are handled through plastic and all surfaces are disinfected.
  4. A Health and Safety Officer ensures the best standard of cleanliness and health and safety practices.
  5. Additional hand sanitizer dispensers are available; increased sanitization protects high-traffic touch points, along with professional daytime cleaning service during peak times and nightly cleaning.
  6. All hard and soft surfaces inside service car loaners and test-drive vehicles are vacuumed and wiped down each time anyone uses them.

These and other measures continue OpenRoad Toyota’s commitment to delivering what customers want.

“We always try to learn how the customer wants to interact with us, and what services they need. We were doing before COVID, and we’ll continue doing afterward,” Choo explains. “If you need us, we’re here.”

Automotive

Just Posted

COVID-19 case confirmed at Highstreet Walmart in Abbotsford

Fraser Health sends out letter to those who might have had contact with individual

Racism wasn’t dealt with properly by school, says Chilliwack graduate

Woman tells story of being verbally assaulted at school for being black

Stray dog with duct tape around muzzle spotted in Abbotsford

Pooch has been spotted over two days, but has escaped capture so far

Call for support of Black Lives Matter movement in Mission

Over 200 signs hung around city showing solidarity with victims of police brutality

Investigators comb through Chilliwack house following standoff

RCMP say investigation involves report of an early morning shooting

March dental conference key to many of B.C.’s COVID-19 cases

Early infections from China, Iran were quickly contained

Facing changes together: Your community, your journalists

New platform allows readers to make a one-time or ongoing donation to support local journalism

VIDEO: Pitt Meadows dentist gets grand welcome home after two-month COVID-19 battle

Michael Chow was given a surprise send off by hospital staff and ‘welcome home’ from neighbours

MAP: Dr. Henry reveals which B.C. regions have seen most COVID-19 cases

B.C. health officials release a first look at how the novel coronavirus has reached all corners of the province

Tla-o-qui-aht First Nation woman, 26, fatally shot by police in Edmundston, N.B.

Police were conducting a well-being check at the time of the incident

Seniors to receive up to $500 in promised COVID-19 emergency aid in early July

The Liberal government first promised the extra help in mid-May, but had to create a new system to deliver the aid

VIDEO: Revelstoke bear wanders into Animal House pet store

Staff got ready to chase it out with a broom

New study is first full list of species that only exist in Canada

Almost 40 per cent of them are critically imperilled or imperilled and eight are already extinct

Most Read