COVID 19’s Impact on the Car Buying and Servicing Process

Back in March, when the COVID news broke, like many, we were not certain of what the very next day would bring.  News articles, facts, science and medical explanations all seemed to contradict themselves.  At first, all we could do at Hewlett VW was disinfect everywhere over and over - which we did.  Once we learned this would last more than just a few weeks, we stepped up our processes. We purchased many hospital-grade products and added staff that does nothing all day except clean, disinfect and supply all departments with masks, gloves and any other needed supplies. 

The actual car buying process switched to a more  “touchless” process.  We have added a retail digital tool to our website that allows customers to do everything from start to finish including getting a trade appraisal and reviewing their finance options.  Once the customer decides how they want the transaction/delivery handled, they can choose to have all the paperwork printed prior to arrival or have the vehicle delivered to them.  Of course, many people are simply coming in like normal; we just require masks for both staff and customers.

While the buying process itself was manageable, what was not for us was the factories shutting down making inventory very limited.  Volkswagen Credit offering 0% for 72 months accelerated the depletion of our inventory which in turn made the used car market VERY hot.

The factories have now come back on-line and are producing but that also required all of their global suppliers to come back to work as well.  It seems to be moving now.  Volkswagen’s two biggest factories in North America are both producing and shipping vehicles so we should get back to normal inventory levels very soon. 

As for service here at the dealership, we’ve integrated some very stringent cleaning and disinfecting practices being that the customer area is smaller than the showroom.  We have marked off areas, are practicing social distancing and your service experience is pretty much “touchless”.  We even come out to your car on the service drive to minimize any gatherings since our write up area is so small. 

All in all, while COVID has not been convenient for anyone, with a few added processes and procedures, business at Hewlett VW seems to be working fine.  Sales and service are operating at full capacity, the deals on vehicles are really good and everyone seems to be working around what may be the “new norm”.        

We look forward to hearing from you if you have sales or service needs, we’re here full time and would love to help.

John Chauvin – GM, Hewlett Volkswagen, LP