Pep Boys — Manny, Moe & Jack has worked to continue to serve consumers and fleet customers, but do so without any physical contact between customer and employee.
To make that happen, Pep Boys has established systems to sanitize keys and vehicles and offer touchless drop offs, mobile pay and extra cleaning.
“In these uncertain times, one thing is certain – the health and safety of our customers and our employees will always be our priority,” says Brian Kaner, CEO of the service business. “As we make service safer, we’re also making it simpler and more convenient for our customers whose lives and daily routines have changed significantly.”
Here's how it works:
Touchless drop offs
- Customers make an appointment online,
- they park the vehicle at the Pep Boys Service & Tire Center,
- locate the key drop box outside of the building, fill out the envelope with contact information and place the key into the envelope.
- A Pep Boys team member contacts the customer to confirm service.
- After service, when the vehicle is ready, a Pep Boys employee sends the customer a link to the work order via text.
- Following the link, the customer enters credit card information, and
- a confirmation text is sent when payment is complete.
A clean environment
In addition to sanitizing all high-touch surfaces after the vehicle arrives at Pep Boys and before it departs, the seat and steering wheel are both covered, and floor mats are used, and the employee uses personal protective equipment throughout the service.
Because sometimes repairs are unavoidable and it’s an economically uncertain time, Pep Boys has partnered with Synchrony to offer 12 months special financing on purchases of $499 or more on the Pep Boys Synchrony Car Care Credit Card through May 31, 2020. Customers can use the card on a qualifying parts or service purchase and there is no penalty for customers that pay in full before the promotional period is up.
Connecting with customers
Across its 1,000-plus stores, Pep Boys says its stores have been the scenes proving its essential services. There was the nurse who needed her car battery replaced so she could get to work at the local hospital. A dialysis patient's car was quickly repaired so he could get to and from his lifesaving treatments. A police department brought several cruisers to a shop that opened special hours just for the officers. Local community giving efforts have also started – from food pantries to face mask donations.
In a letter to customers Pep Boys Parts CEO Chris Cox and Service CEO Brian Kaner wrote, “For almost 100 years, it’s been our privilege to serve you through good times and bad, and we will continue doing everything we can to meet the challenges that lie ahead of us. We are thankful for our hardworking team members and proud of their commitment to continue to serve you.”
Parts, distribution services
Pep Boys offers curbside pick-up for parts in locations where it's permitted. Customers can order and pay for parts online and pick them up at a local center without having to enter the store or have direct contact with an associate.
All Pep Boys locations and distribution centers have implemented enhanced and more frequent cleaning and disinfecting practices and restrictions on the number of coworkers and customers inside, clearing waiting rooms and abiding by social distancing guidelines. Corporate office employees continue to work remotely to support the business.