An important time for employees returning to work

Peter Vosper, chairman of the Vospers Group (Image: Archant)

As we approach the first of the dates releasing many businesses from the lockdown, it will hopefully mean the return to work of those who have been furloughed or even lost their jobs.

Also some who have enjoyed working from home will be asked to return to the office, although there is no doubt flexible working has been a success for both employees and employers and will remain with us in the future.

There have been changes in the way of working with an increase in online selling which requires different skills and in the motor industry the increase in electric car sales has meant the necessity for new training.

Furthermore, when things are tough new initiatives and better customer services evolve to make individual businesses stand out against the competition.

All these changes require new training and therefore many furloughed employees and those working from home will be recalled early in order that when the date comes to reopen everyone will be ready to look after the customers in a friendly, efficient and professional manner.

Sadly, in some retail businesses, it is unlikely that people will return to shopping as they did prior to the pandemic and there will be a transformation of the high street with many well known brands already disappeared. This is not exclusive to the fashion world.

The supermarkets believe it is unlikely a large number of their customers who have opted for home delivery will return to the shops as they enjoy the convenience and the lack of necessity to visit the store.

Our industry has adapted to the lockdown periods and has been surprised by the number of people who have been prepared to make such a substantial purchase online.

It must be pointed out that in many cases the customers have been talking to people they have dealt with in the past, and have confidence in, with the added facility of having unaccompanied test drives, video clips of the vehicle they are interested in, and click and collect or delivery to their home.

Some have been reluctant to follow this route and are looking forward to returning to showrooms and forecourts to see, touch and feel the product, as well as taking advice and satisfying themselves the dealer can provide the necessary service backup and care at a competitive price.

Dealers must not fool themselves that although many customers do their research and are comfortable negotiating what they feel is a “good deal” there are a number who are quite happy to forego this whole experience and are prepared to click and collect.

It is up to all dealers to make the experience an exceptional one and ensure the customers who wish to see and drive the vehicle get the best advice with regard to usage, possible future changing circumstances, most popular colour and specification, advantageous service plans and prompt efficient attention if something goes wrong.

If the dealer has supplied you the vehicle and you have a problem they should be able to provide a suitable courtesy car and keep you on the road. Those who treat their customers as valued individuals and look after them time and time again are likely to remain in business in the future.

They will also recognise that customers should be able to buy a vehicle any way they wish to and ensure that service is available.

I look forward to next week. Stay safe keep smiling and have a wonderful Easter.