31/01/2025

Dear Team Members,

CUSTOMER WEBCAMS, RECORDING DEVICES & RELATED ITEMS

As we are all aware, Dashcams and Recording Devices are becoming ever more popular and commonplace in vehicles, alongside the society-wide proliferation of digital devices in general.

Many Dashcams and Recording Devices are now fitted as standard, and they're often required by insurance companies.

In terms of our businesses, these devices have the potential to capture all kinds of comments and behaviour that may not show our business and activities in a good light. Examples include, but are not limited to;

• Conversations between Team Members whilst in a car on road test
• Conversations between Team Members whilst a car is being diagnosed in the workshop
• Conversations between Team Members whilst a vehicle is being appraised as part exchange

All of the above can capture swearing, criticism of product, criticism of customers, criticism of other Team Members, criticism of the Company, comments in poor taste, which obviously must be avoided. In addition, there's also scope to capture.

• Style, speed or quality of Team Member driving on road tests
• Promises/claims made by Team Members to customers

On the flipside, many customers will be interested in the footage that would be recorded during a visit with ourselves, and can offer an opportunity to show us in a good light, by giving a behind the scenes look at what happens during a Sales Department visit, a Service or Repair.

It is very important that these devices are left on whilst vehicles are left with us. As a professional company, we have nothing to hide and should be proud for customers to see what happens "behind the scenes" whilst their vehicle is in our care or custody.

In terms of Aftersales specifically, we appreciate that there may be repairs that require these devices to be turned off; if this is required, it must be discussed with the customer upon arrival and explained why this needs to happen. Simply turning these devices off in a Sales or Aftersales context could cause the customer to believe that we are trying to hide something and this should never be the case.

In summary, these devices are now a part of our daily lives whether we like it or not. We must therefore maintain awareness of their presence, their potential for reputational harm to the business if we are recorded being anything less than professional in our work, and to think positively, offer an opportunity for us to show ourselves in a very good light.

Related to the above, it's also worth re-iterating what should be obvious to everyone that Team Members refrain from the use of inappropriate language and behaviours within potential earshot or view of customers, and also in consideration of their colleagues, so that we act professionally at all times.

For Managers - can you share and discuss with your Teams as appropriate, and confirm back to us that all Team Members without company emails have received a copy of this communication.

With best regards

Jeremy & Adrian

Managing Director & Group Aftersales Manager
Renrod Ltd/Platinum Motor Group