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Covid-19 Business Operation

BPL Auto Group  COVID-19 Safe Work Procedures

 Surrey Honda

The Company has completed a COVID-19 Risk Assessment to identify risks to employees and customers during the COVID-19 pandemic. To reduce the impact of COVID-19 outbreak conditions on our businesses, our employees, and our customers, we have prepared the following Safe Work Procedures.  These Procedures address the federal and provincial health regulations, risks of infection due to COVID-19 or risks associated with changing procedures related to COVID-19.  These policies apply to all employees and customers.  All employees and managers are responsible for enforcing these guidelines.

Please note that Dealership hours are subject to change, so we recommend that you check online or contact the dealership prior to visiting.

Responsibilities of visitors and customers in our dealerships

  • Employees must maintain a distance of two meters between co-workers as well as between themselves and customers. Plexiglass shields for all areas requiring closer customer interaction have been installed
  • Alcohol-based hand sanitizer dispensers have been placed throughout the dealership for both employees and customers.
  • To maintain physical distancing requirements between employees and between employees and customers within the dealership:
    • All customer interactions (including greetings and farewells) must always respect physical distancing guidelines. Until further notice, employees must not shake hands with customers.
    • Floor markers are placed throughout the dealership showing where customers may stand to ensure the 2 meters (6 feet) distancing is maintained
  • Signage has been placed outside the dealership informing customers not to enter the store if they are exhibiting symptoms of COVID-19.
  • If a customer arrives with cold, flu-, or COVID-19 like symptoms, they will be asked to leave.
  • Customers will be asked to sanitize their hands with hand sanitizer upon entering the dealership
  • Employee are required to wash or sanitize hands after coming into contact with items from our customers (see below for more specific details for sales and service)
  • Employees are expected to clean and disinfect the workplace between clients

 

This remainder of this package outlines the Safe Work Practices that the Company has implemented and is divided into the following sections

 

1.      Dealership wide

2.      Sales

3.      Service

4.      Parts

5.      Offices

To reduce the impact of COVID-19 outbreak conditions on our businesses, our employees, and our customers, we have prepared the following Safe Work Procedures.  These policies apply to all employees.  All employees and managers are responsible for enforcing these guidelines

Section 1:  Dealership Wide

These policies apply to all employees and customers.

Communication

  • Throughout the dealership, we have posted information about best practices supporting a safe environment for customers and
  • Social distancing signage is posted in different locations to promote
  • We created and displayed a “Dealership Sanitization Checklist” at Reception. This Checklist is date and time stamped and initialed on a daily

 

Basic infection prevention measures

Since one of the most effective ways to minimize the spread of COVID-19 is through basic infection prevention measures:

  • The Company has provided employees and customers with a place to wash their hands as well as alcohol-based hand rubs containing at least 60% alcohol
    • Wash stations are available and well-marked to promote
    • Paper towels has been provided instead of using an air
  • Employees are expected to wash their hands after direct or indirect contact with any surfaces and/or human contact
  • Employees are expected to cough or sneeze into an elbow rather than a hand, and avoid touching one’s face
  • Managers continue to promote frequent and thorough hand washing and other basic infection prevention measures
  • Frequent cleaning and sanitizing including all public areas like washrooms/ locker rooms and staff spaces such as: meeting rooms and lunchrooms. Washrooms are cleaned at lunch as well in the evening.  Cleaners come in at night to clean entire dealership
  • Cleaning and sanitizing all frequently touched areas such as: counters, door handles, faucets, etc. at least four (4) times a day.
  • Employees are responsible to clean their own workstation at the start of their shift and throughout the day as necessary. Cleaning chemical and material are provided upon
  • Personal protective equipment is available to employees such as: gloves and masks. Use is optional.  Please notify your Manager or the General Manager if supplies are low.
  • If employees choose to use gloves, they must thoroughly wash hand before and after each change of gloves.

 

Customer Service

Customer Lounge

  • All non-essential items (like magazines) have been removed from the customer lounge to minimize the risk of transmission
  • Sanitizer has been placed at the coffee station.
  • Waiting area has been reconfigured to comply with physical distancing strategies by spacing out the seats 2 meters (6 feet) apart and social distancing signage have been implemented
  • Frequent cleaning and sanitizing of the seats and tables has been arranged.

 

COVID-19 Sick Leave Policy

  • Employees with these symptoms must contact their manager and stay home from work.

Employees who have been in close personal contact with someone with Covid-19 symptoms must self-isolate for 14 days.

COVID-19 Employee Testing Positive

 

The Company understands that a positive diagnosis can be stressful for the ill person and that it can be concerning to the fellow employees. This resource explains the steps that the Company will take if an employee tests positive.

 

The Company will respect the privacy and the confidentiality of both the positive-tested employee and anyone in the close-contact group.  The Company will only disclose a positive case to staff and/or customers on a need-to-know basis if it is needed to manage the exposure risk to those individuals.  The Company will share the least amount of information possible to protect our employee’s privacy.

 

  • Employee was NOT at work while infectious
    • If a team member tests positive but was not at work while infectious, there is likely no increased risk of exposure to fellow employees and/or customers. The Company will determine any necessary measures on a case-by-case basis.

  • Employee was at work while infectious
    • If a team member was at work while infectious, the Company will notify WorksafeBC that an employee has tested positive for COVID-19. Then, the Human Resources team will work with the employee to determine:
      • When they first started to display symptoms.
      • Which coworkers and/or customers they have been in “close contact” with within the previous two weeks prior to testing positive or first displaying symptoms. (The CDC defines “close contact” as “a person that has been within six feet of the infected employee for a prolonged period of time.”).
      • A list of all areas the employee has physically been over the last three days to determine where a deep clean may be necessary
    • The Company will treat any interactions between the positive-tested employee and coworkers/customers as a potential risk of exposure. It is important to note that not all cases result in exposures.  A transient interaction (e.g., walking past someone who tested positive) does not pose an increased risk.  As required, the Human Resources team will notify by phone or video (where possible) those who have been in close contact with the employee, advising them to self-quarantine and to stay away from the workplace for the next 14 days if necessary.
    • The Company will close off the work areas used by the positive-tested employee and will ventilate the area to the outside if possible. The Company will then arrange enhanced cleaning and disinfection of the area.  The Company will support and comply with any requests of the Public Health or WorksafeBC Officer(s).  The Company will implement any additional health and safety measures need to be taken in the workplace to reduce the risk of transmission.

COVID-19 Travel Policy

 

Any employee who is travelling outside of Canada, must notify their manager and Human Resources prior to leaving on their

Process for reporting concerns:

 

If an employee sees someone (including a customer, a co-worker, or a manager) not following the COVID-19 procedures, they must bring it to the attention of the person or, if you don’t feel comfortable doing that, you must bring it to the attention of a manager.

If an employee has concerns relating to being exposed to COVID-19 in the workplace or notices any unsafe working conditions, you must immediately share this information to your Manager, a member of the Occupational Health and Safety Committee, or Human Resources.  Each situation will be immediately investigated and is examined on a case-by-case basis.  The Manager will either

1.       Ensure that any unsafe conditions are remedied right away and let the employee know or

2.       Explain to the employee why the situation is safe

Further steps may be necessary depending on the situation.

 

Section 2:  Sales Department

 

Prior to Dealership visits:

  • Sales Representatives are asked to encourage customers to make contact by phone or email to schedule sales appointments before any dealership visit.
  • Employees will notify customers about new shortened business hours, protocols and procedures designed to help ensure their health and safety.
    • Monday to Thursday 8:30am to 7:30pm
    • Friday to Saturday 8:30am to 6:00pm
    • Sunday 12:00pm to 5:00pm
  • Employees and Managers will provide a copy of the BPL Auto Group COVID-19 Safe Work Procedures to customers seeking information of measures implemented within the dealership.

 

During Sales Interaction:

  • All customer interactions including greetings, discussions, demonstrations, and farewells must always respect physical distancing guidelines.
  • Customers should be guided to the reception desk to be greeted and referred to their Salesperson who will accompany them during their dealership visit.
  • The Receptionist is maintaining a guest logs to facilitate future contact tracing if necessary.

 

Cleaning and Disinfecting the Vehicle:

  • Employee performing the task are provided with proper protective equipment and have been instructed to:
    • Wash hands before and after each vehicle cleaning.
    • Focus on frequently touched surfaces such as steering wheel, all controls, touch screens, door handles, cup holders, shifters, seatbelt buckles, arm rest, etc.
    • Use the proper cleaning chemicals for interior and exterior

 

Showroom Vehicles

  • All showroom vehicles are always to remain locked.
  • Vehicles should only be unlocked upon a customer request when accompanied by a Salesperson
  • After any customer interaction with that vehicle, it must be sanitized.
  • All frequently touched exterior surfaces are to be sanitized on a consistent and ongoing basis

 

Test drives or Demo drive

  • Staff encourage customers to provide advance notice
  • Unaccompanied test drives are permitted
  • Ensure appropriate security protocols ID requirement.
  • Vehicle must be sanitized before and after the test drive.

 

Delivery

  • The Salesperson responsible for delivery should ensure the vehicle has been thoroughly cleaned and sanitized before delivery or pick up.
  • Utilize hondahelp.ca to send model specific videos outlining the QDC to provide customer advanced orientation and ongoing reference resources.
  • Proper distancing guidelines must be followed during vehicle delivery and the Salesperson must avoid touching the customer’s vehicle wherever possible.
  • Follow up call to address any questions the customer may occur after delivery.

Section 3:  Service Department

 

General Precautions:

  • Shuttle service within Surrey area is temporarily suspended. See courtesy car details below (if applicable)
  • Employees and Managers will provide a copy of the BPL Auto Group COVID-19 Safe Work Procedures to customers seeking information of measures implemented within the dealership

 

Service Drop-off:

  • Upon completion of appointments taken over the phone, email and online appointments, customer receive a confirmation email.
  • During vehicle drop off, customer places keys in Ziploc Bags.
  • If the customer requests to speak face-to-face with a Service Advisor, social distancing is strictly enforced with plexiglass installed at each workstation.
  • Valet/technician must wear gloves and mask (if necessary) before getting into a customer’s vehicle.
  • Employee will disinfect high touch surfaces such as door handles, steering wheels, gear knobs/selectors, seat adjusters, and seatbelts, wherever possible.
  • Service Advisors to contact customer by phone/email/text to confirm RO details and required services, repairs and diagnosis.

 

Service Technician Shop Precautions:

  • Once a vehicle is in the shop, the Technician will use gloves and a mask (if necessary) to ensure proper protection.
  • Technicians must dispose gloves or wash hands after interacting with vehicles.
  • Should a road test be required, only the Technician working on the vehicle is allowed to drive that vehicle. The customer is not allowed in the vehicle.

 

Delivery (Customer pick up after service):

  • Technician sanitizes vehicle by wiping down the touched areas upon completion of work and park on service parking spots and note on the key tag the stall #.
  • Service Advisor communicates with customer by phone call or text message upon completion of work and vehicle is ready for pick up.
  • Service Advisor explains the invoice and Multi- Point Inspection result over the phone.
  • Customers are encouraged to use Mobile payment. However, customers are allowed to pay by credit/debit – encouraged to use tap payment over pin pad use. Cash payment from customers is strongly discouraged.

 

Courtesy Car:

  • Low-rate rental is temporarily not available. Third party rental can be arranged (customer to pay) if requested.
  • When issuing a courtesy car, the Service Valet or Advisor will explain to the customer that under the Protection Against Liability (COVID-19) order (http://www.bclaws.ca/civix/document/id/mo/mo/2020_m094.) the Company is not liable for any damages, resulting directly or indirectly from the customer being or likely being infected with or exposed to SARS-CoV-2 as a result of the person’s operating (Section 3(1))

Section 4: Parts Department

General Precautions:

  • Only Parts employees are allowed to enter Parts department (with the exception of deliveries). Any request is to be made at the parts counter behind the plexiglass.
  • For FOB battery replacement, the Parts representative must wear gloves during the process and wash hands or sanitize hands when done.
  • Technician counter: the Technician must stay behind the plexiglass until the Parts representative places the parts on counter and has returned to their workstation.
  • The Shipper must observe hand- washing or sanitizing protocol after contact with any item delivered from an outside source.

 

The Parts Driver

  • Cash payments are strongly discouraged.
  • Must observe hand-washing or sanitizing protocol upon pick-ups.
  • Must observe social distancing and minimize interactions with customers.
  • Only one Parts person is allowed in the van at any time.

Section 5: Reception Area, Call Centre or Offices

General Precautions:

  • Where possible, the Company has offered remote work options for employees who are not required to be in attendance in the office and/or at the dealership.

 

Reception Area

  • Since staff must share the reception area, the Receptionist is cleaning frequently touched surfaces (e.g. the computer keyboard and mouse, desk surface, and telephone).

 

If you have any questions, please contact one of our Managers

Your Surrey Honda Team