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New measures to ensure health and safety on-site

04/05/2020
company news / advice / sales / servicing / shop


Our top priority is the health and safety of our staff and customers. In order to continue to limit the spread of the Coronavirus whilst ensuring business continuity, we have decided to implement some stringent changes to the way we interact with customers and colleagues until the risk is alleviated.

Please read through the new procedures below, which we’ve put in place to protect staff and customers alike.

General Area

We have installed prominent floor markings to enable compliance with the social distancing rules and to ensure customers can retain their personal space at all times on our premises. All members of staff will wear both gloves and face masks whilst in customers' caravans to ensure full cleanliness. A hand sanitizing station has been installed in the foyer and we urge all customers to ensure they use it upon entering the premises.

Sales

  • We will be asking that a 2-metre gap be observed at all times between colleagues, and between colleagues and customers.

  • All caravans and motorhomes will be sanitised regularly.

  • A new dedicated sales area has been set up in the accessory shop, complete with 2-metre spacing and screens.

  • The sales desks will be fully cleaned and sanitised after each appointment.

  • All customers will be asked to ‘look rather than touch’ whilst inside the motorhomes and caravans; gloves will be available for customers should they wish.

  • If you have identified some vehicles of interest, we would encourage you to book an appointment prior to visiting. We can then spread the flow of customers throughout the day.

  • If you would rather not enter the buildings, we are happy to arrange a ‘’contactless’’ visit for you.

Sales handovers

  • All caravans and motorhomes will receive a full valet, which will include full sanitisation of all surfaces, lockers, doors and handles. 

  • All customers will be contacted by phone prior to the scheduled handover to discuss our changes in procedures.

  • The preferred option for collection would be via instructional videos, sent beforehand in an email link and possibly followed up with a video call as well.

  • We will also be happy to arrange delivery if required, again with instructional videos sent beforehand.

  • Alternatively, customers will be given the option to collect without a handover and return later for a full working demonstration.

  • We encourage the use of bank transfer or payment over the phone to keep physical contact to a minimum.

Accessory shop

  • We would kindly ask that all customers wishing to browse our accessory shop use the hand sanitising station prior to entering the premises and respect other customers and staff by adhering to social distancing guidelines. To help with this we have clear floor markings and screens fitted in the till area.

  • We’ve been working hard on our online shop which will be open for business in the very near future and will enable you to shop from the comfort of your own home.

  • We will be happy to take payment over the phone and send items via our preferred carriers. We are also happy to arrange car park collections if you prefer.

  • Where possible, we would ask that contactless or card payment is used rather than cash. Our contactless limit has now been raised to £45.

Servicing and warranty 

  • All customers will be phoned in advance of their scheduled appointment to confirm attendance and to discuss the scheduled jobs.

  • At this point we will confirm that the customer is not showing any signs or symptoms of COVID-19 and that they have not been in contact with anyone showing symptoms and have not recently returned from a restricted area.

  • We will outline our current health and safety processes in this phone call.

  • After the phone call an email will be sent to confirm all jobs that are to be carried out, along with our new working procedures.

  • A clear and prominent tape line has been placed at the front of all desks to ensure social distancing is adhered to. Please respect this upon arrival.

  • Upon delivery, please unlock your caravan and leave the caravan keys inside the door.

  • A member of the team will come and unhook your caravan and take the caravan from you. We ask that you respect the social distancing guidelines set out by the government at this time.

  • If you would rather not enter the buildings, we are happy to arrange a ‘’contactless’’ visit with us.

Servicing and warranty collection

  • Once all the agreed work has been done, a member of the team will contact you to confirm completion and take full payment if required. Both your keys and any relevant paperwork will be left in an envelope inside the door.

  • We ask that all customers please arrive as close to their appointment time as possible. This will help us limit the number of customers on the premises at any time.

  • On arrival and respecting social distancing, please inform a member of the team of your arrival and we will then arrange for the caravan to be hooked to your car for collection.

We appreciate your cooperation at this challenging time. We will continue to monitor the changing situation and amend our new policies and procedures accordingly as and when needed. Please contact us via email if you have any questions or wish to discuss anything further. We hope to see you soon!



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