We hope you and your loved ones are well.
Here at lowell’s, we’re still open, but we know that your vehicle is not your top priority right now. The coronavirus pandemic has altered life for all of us.In case you need us, however, we wanted to tell you how we’re confronting the pandemic.
On Monday, we redesigned every element of our operations in order to protect our customers, our employees, and our community. I told our crew that we needed to transform into, in essence, a hospital which works on cars.
We see these as long-term changes to the way we do business. We believe that the coronavirus pandemic is here to stay, and this is the way we will conduct ourselves going forward.
There are 3 big visible changes to your lowell’s customer experience:
- No waiting in the lobby. We’ve removed seating from our lobby, and are offering our sanitized loaner vehicles as a comfortable place for you to wait (or drive) while we work on your car. (You can still come into the lobby to drop off your car, if you like
- Optional in-lot drop-offs and pick-ups. Just call us, and we can come out to your vehicle to exchange your keys and check in or check out.
- Suspended shuttle service. While we know that our shuttle has been convenient for many customers, prolonged closeness in a shuttle presents too many risks to you and to us. If you need to get to your work or home, feel free to use one of our loaner vehicles.
We’ve also made a host of other behind-the-scenes changes, including sanitizing every touchpoint in our shop and in your car.If you want to know all that we’re doing to protect you and your vehicle, please read the same emergency operations plan our crew uses each day. (We’d love your input, too. If you see flaws or gaps in our plan, please let me know.)
We’re grateful for every day we get to serve you.
Be safe and be well,
Rob
UPDATE 5/7/2020: Since posting this in mid-March, we now require all employees to have their temperatures checked before starting work each morning. If they have a temperature, they are sent home with pay. We are also required to wear masks or facial coverings while in the shop.