ASTON MARTIN CLIENT SERVICES

SERVICE POLICY LETTER
Reference number:

SPL-30-1389

Issued: 07 May, 2020

Subject:

COVID-19 Minimum Standards for Cleaning and Processing Vehicles

Applicable to:

All Dealers

Distribute to:

Head of Business
After Sales Manager
Service Manager
Sales Manager

Warranty Staff
Technician(s)
Parts Staff

Dear Colleagues,
We understand that the COVID-19 outbreak has given us all a range of ongoing challenges, and we recognise that each
dealer in the global network has been managing these challenges in positive and innovative ways.
This Service Policy Letter communicates our minimum standards and new processes that must be put in place to
safeguard Aston Martin dealer staff and customers during this period.
You will need to read carefully and devise the best way to adopt these new practices.
Key topics in this document:
• Strategies to clean and maintain the dealer site to make sure high traffic and touch points are safe.
• Educate, support and liaise with customers in a safe and helpful manner without impacting customer service.
• Recommendations for approved cleaning products and methods to help combat the virus.
• Promote best practice in the workshop, and when moving and handing over vehicles.
With your cooperation we will ensure that we are doing all we can to minimise the risk of transmission of COVID-19.

Example of Aston Martin Hangzhou Dealer

07 May, 2020

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SERVICE POLICY LETTER
1
1.1

SPL-30-1389

General
General Information
• Make sure to comply with local health and safety laws and government guidance.
• For the latest advice, visit the World Health Organisation (WHO) website:
https://www.who.int/
• A page for Q&A on coronaviruses (COVID-19) is also available:
https://www.who.int/news-room/q-a-detail/q-a-coronaviruses
• The guidelines in this document are subject to change as the COVID-19 outbreak and the information available
continue to be developed.

1.2

Dealer Site and Staff
• The body temperature of all staff should be measured at the start of their shift with a non-contact forehead
thermometer. Take a second reading with a separate device to validate the first reading.

Example device manufactured by DeltaTrak

• Social distancing, applicable local laws and COVID-19 guidelines issued by the government at the dealer
location must always be obeyed by dealer staff and customers.
• Touch point such as IT equipment, telephones, workshop tools and other shared use items must be cleaned
frequently.
• Substitute exchanges of paperwork for digital alternatives if possible.
• High-traffic areas of the dealer site, such as the customer service desk or parts counter, must be cleaned
frequently.
• Appropriate hand sanitiser and/or wipes must be available to staff and customers
• Cleaning materials must be available for a customer if they wish to clean their vehicle key.
• Front line staff must wear applicable Personal Protective Equipment (PPE), such as face mask and disposable
gloves. Follow the PPE manufacturer guidelines to wear/remove and dispose of used items safely.
• Fabric clothing must be laundered daily, and other clothing items and tools should be sanitised as appropriate.
• The Dealer must do a risk assessment of customer and staff activities at the dealership. This must include the
vehicle collection/handover process.

07 May, 2020

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SERVICE POLICY LETTER

SPL-30-1389

Personal Protective Equipment (PPE)

1.3

Dealing with customers
• Schedule customer visits to reduce the number of customers on site at one time.
• Limit the number of dealer staff that will interact with each customer and their vehicle.
• Use a collection and delivery service to limit footfall on site. This will make it easier to control cleanliness in the
dealership environment.
• Cash should be avoided where possible and all payments should be taken with a contactless method.
• Use a recovery vehicle to transport the customer vehicle safely and minimise the dealer staff time in the
customer vehicle
• Disposable items, such as cups and plates, must be used for customer refreshments where possible.

07 May, 2020

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SERVICE POLICY LETTER
2

SPL-30-1389

Customer Drop off / Pick up

This section gives information for when the customer attends the dealer site.
• Make the customer aware of all COVID-19 measures in place, so they know what to expect upon arrival.
• Advise the customer not to wait on site for work to be completed. Any exceptional cases are at the discretion of
the dealer.
• Advise the customer that it is preferable that they enter the dealer on their own.
• Ask the customer if they have any common COVID-19 symptoms. If they do, the dealer manager must decide
how to proceed.
• Customer parking bays should be assigned to make sure there is extra space, or a dedicated customer drop off
and pick up area.

3

Collection and Delivery (Dealer Pick Up / Drop Off)

Where possible, the dealer must offer to collect the vehicle from the customer location and deliver it when the work is
complete. This helps to minimises customer contact and complies with social distancing.
3.1

Before Pick up
• Vehicle condition reports, approvals or other must be electronic only if possible. Minimise physical transfer of
paperwork.
• The dealer representative who collects the vehicle must have all necessary PPE, cleaning products, vehicle
protective equipment, and any sundries such as refuse sacks.
• Only one person must be in a vehicle at a time. If more than one person is necessary, the dealer manager must
approve and plan to safeguard the individuals.

3.2

Pick up / Drop off
• The dealer representative must wear all recommended PPE upon arrival at the customer location.
• The dealer representative must clean the common vehicle touch-points (see Touch Points) before and after:
• the customer vehicle is moved.
• handover of a loan vehicle, if applicable.
• New Vehicle Protective Equipment (VPE) must be installed to the customer and/or loan vehicle before
collection.
• Used VPE must be removed from the customer/loan vehicle before delivery.
• Make sure you have stock of all required VPE items.
• Climate control systems should be set to off to restrict air movement in the vehicle.

4

Loan Vehicles

Aston Martin strongly advises against the use of loan vehicle services where possible. If loan vehicles are used, then please
use the below guidelines:
• Manage fleet rotation to reduce the number of customers that use the same loan vehicle.
• The dealer must clean the vehicle before and after its use.
• Advise customers of the steps taken to safeguard them from COVID-19 while they use the loan vehicle.
• The pollen filter(s) should be frequently replaced to the reduce risk of cross contamination.

07 May, 2020

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SERVICE POLICY LETTER
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SPL-30-1389

Vehicle at Dealer Site

This section gives information for when a vehicle is at the dealer site. This includes all vehicles.
• The dealer representative must clean the common vehicle touch-points (see Touch Points) before and after:
• the vehicle is moved.
• handover of a loan vehicle, if applicable.
• Climate control systems should be set to off to restrict air movement in the vehicle.
5.1

Vehicle entering dealer care
• Dealer staff must wear appropriate PPE before they go near a vehicle.
• Clean the vehicle key and put it in a sealed bag.
• For keyless start variants – do not remove the key throughout the dealer process.
• For non-keyless variants – remove the key from the bag with a disposable glove and only when necessary.
Dispose of the used glove after the key is used.
• Used VPE (if applicable) must be removed from the vehicle.
• The vehicle must be taken to the designated cleaning area and cleaned.
• After the car is cleaned and new VPE is installed, dealer staff must use appropriate PPE to make sure it stays
clean.
• Recommend the replacement of the pollen filter(s). Refer to maintenance check sheet for service intervals and
more information.

5.2

Workshop and Warehouse
• If the below circumstances are necessary, the dealer manager must approve and plan to safeguard the
individuals:
• More than one person in a vehicle.
• More than one person is necessary to do a task, such as moving large or heavy items.
• Dealer technicians should stay in their allocated ramp area where this is possible.

5.3

Vehicle leaving dealer care
• The vehicle must be taken to the designated cleaning area and cleaned.
• All VPE should be removed from the vehicle.
• When necessary, remove the vehicle key from the sealed bag with a disposable glove. Clean the key and
dispose of the glove.

07 May, 2020

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SERVICE POLICY LETTER
6

SPL-30-1389

Vehicle Cleaning and Protection

The below guidelines are intended to supplement dealer cleaning policies and procedures.
6.1

General

WARNING: ALWAYS READ AND FOLLOW THE MANUFACTURER INSTRUCTIONS AND FOLLOW SAFETY
WARNINGS WHEN CLEANING PRODUCTS ARE USED.
WARNING: FUMES FROM CLEANING PRODUCTS MAY DANGEROUS IN CONFINED SPACES. MAKE SURE THAT
THE VEHICLE IS WELL VENTILATED.
CAUTION: TEST CLEANING PRODUCTS BEFORE USE ON SUITABLE TEST SAMPLES TO MAKE SURE NO DAMAGE
IS SUSTAINED TO VISIBLE SURFACES.
Note: Make sure you change PPE and VPE between uses.
6.2

Vehicle Protection Equipment (VPE)

Please make sure you have stock of the following VPE items:
• Disposable seat covers.
• Steering wheel covers.
• Footwell mat protectors.
• Disposable gloves.
Aston Martin Parts Operations also have limited stocks of the workshop interior protection covers that can be used to
help to avoid touch points in the vehicle. Parts numbers available are as follows:
Kit type
Interior Protection Kit – DB9, DBS, V8/V12 Vantage, Virage,
Vanquish
Interior Protection Kit – Rapide

Part number
700769
AD43-43-10007

Interior Protection Kit – DB11 / DBS Superleggera
Interior Protection Kit – Vantage
6.3

43-28470
43-28667

Touch Points

The below is a list of common touch points on the vehicle. These are items which are frequently touched and must also
be frequently cleaned (where applicable):
Note: The list does not contain all possible vehicle touch points. If you are not sure about a surface, then it must be
cleaned.
•

Steering wheel

•

Cubby / stowage box

•

Engine oil dipstick

•

PRND switchgear

•

Cup holders

•

Coolant reservoir cap

•

Manual gear lever

•

Park brake control

•

Brake fluid reservoir cap

•

Engine start button

•

•

Tyre valve caps

•

Interior door handle

Bonnet release and/or
catch

•

•

Interior boot-lid / tailgate
release