Service Valet Program
Purpose
The Valet (Pick-up and Drop-off) service is complimentary for Volkswagen owners. Those who will benefit the most are especially the elderly, immuno-compromised, along with health care workers, essential (front line) workers and (single) parents with kids at home.
With this, your customers should remain protected and mobile, in the Covid-19 climate. After all, in these uncertain times, being safe is the number one priority under the ‘’Customer First’’ promise.
Furthermore, it is designed to help support your Volkswagen business as we work together through this pandemic.
Structure
Our program consists of the following elements.
Overview & Guideline
Explains how to use the program in context of Covid-19.
Process Example
Details how to successfully and efficiently keep the customer, staff and the vehicle safe.
Claiming Process
Outlines how to claim the benefit ($25) in SAGA.
Overview & Guideline
The Volkswagen Valet program can provide a new and great customer experience in these uncertain times.
Your dealership can offer a source of reassurance, allowing Volkswagen customers to remain at home while you pick-up, service and return their vehicle, keeping the customer mobile and more importantly safe.
Your dealership will be able to claim a reimbursement of $25perPick-up and Delivery, via Warranty in SAGA for warranty or customer pay work. Our Contactless Service Process will help your Dealership in Social Distancing.
Your Online Appointment Scheduler may be able to support scheduling Pick-Up and Delivery - including the capacity of pick-ups per day.
Further, Text Messaging vendors also provide Online Payment solutions.
Process Example
Scheduling
- Customer is offered/requests Valet Service
- Dealer schedules pick up window with the customer
Pick-up
- Dealer confirms pick up window in the AM of appointment.
- Driver contacts the customer when leaving dealership with approx. ETA
- Driver contacts the customer when they arrive and sanitizes the customer's car and installs protective covers
Servicing
- Advisor completes walk around on customer vehicle and contacts the customer with results and confirms work to be completed.
- Service Manager or approved delegate signs RO
- Dealer completed work following the Service Core Process.
Delivery
- Advisor contacts customer to confirm work has been completed and arranges for mobile payment and confirms drop off window.
- Driver contacts customer car upon arriving at the drop off location and leaves keys as per the customers instruction
Claiming Process
Op Code
- All dealers must build and use the op-code ‘’VALET1‘’ for all Repair Orders (Reynolds & Reynolds ‘’88VWZZVALET1’’)
SAGA
- All claims must be processed through SAGA
Signature
- Repair orders must document the pick-up and delivery service with the customer’s signature as acknowledgment.
- In the event a customer’s signature is not available, the Service Manager signature is sufficient.* (see* on the top right)
Q: A customer refuses to touch the pen to sign the Repair Order. What should I do
A: Given the situation with covid-19, should a physical signature not be possible, we will waive the requirement for a physical customer signature on Repair Orders and accept a digital acknowledgment. As outlined on page 24 of the A digital acknowledgment will be required in lieu of a physical signature on the Repair Order. We will accept an email, text message, or other form of digital acknowledgment. Note : The only change to the Repair Order process is the acceptance of a digital signature. All other Repair Order requirements must be met and included for reimbursement.
Best Practices Examples
- Drivers wearing PPE when dropping off/delivering cars
- Leverage texting platforms for confirming appointment, arrival, servicing, delivery and online payment
- Live-video walk around done with customer during vehicle reception at dealer
- Shared calendar between appointment coordinators/BDC and service staff to ensure appropriate number or valet book each day
- Valet cars treated as waiters in the shop to expedite the return of the car while staff is available (before end of the day)
- When available, use a loaner or a demo car to drive to customer’s house, park the loaner while returning with customers car rather than sending tow staff members. Note : Metro areas may encounter parking fees for this.
- Leverage DMS to flag ‘’valet’’ appointments for service staff (paired with shared calendar/schedule)
- Use mapping software (Waze, Google Maps) to estimate driving time to pick-ups to ensure proper scheduling/turn around
