Covid-19 – Special Arrangements

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Mar 12 2021

Covid-19 – Special Arrangements

The Covid-19 pandemic has meant a whole series of temporary changes in the way we live, work and exercise. Retailers too have had to adapt in order to respond to this and to ensure that customers are still getting a great service but at the same time, we are all doing everything we can to reduce the risk from Covid-19.

Essential Retail

Criterium Cycles, like all bike shops, has been classed by the Scottish Government as ‘essential retail’.  A copy of the regulations that lists those shops that are classed as Essential Retail can be found by clicking HERE

This does not mean we can continue as normal. In fact, Criterium Cycles has implemented a whole series of adjustments to both our Edinburgh store and Click & Collect services in order to ensure we do the very best we can to support the Government’s efforts to suppress the virus and keep everyone as safe as possible during this unprecedented time.

Risk Assessment

The Scottish Government have produced a really useful guidance ‘checklist’ for the retail sector which covers procedures for staff and customer safety and an operations checklist. We have used that checklist in preparing our own Risk Assessment (in respect of various measures to deal with the Coronavirus outbreak).

A copy of that Risk Assessment has been made available to all staff in line with our commitment to adopt the principles set out in the Joint Statement by the Scottish Government by the Scottish Government and Scottish TUC on Fair Work.

What it means for our Customers – Changes in the Store

Mandatory Wearing of Face Coverings

Please ensure that you wear a face covering at all times when you are in the store unless you have a medical exemption. We will be sensitive to the needs of those who are not able to wear a face covering for medical reasons.

When customers are in our store, all staff who may come into contact with customers will wear an appropriate face covering regardless of whether they are serving the customer(s) or not.

We will always support members of staff if they are ever in a position where they need to explain to a customer that it is mandatory to wear a face covering when indoors in a retail environment.

Cleaning

We have an enhanced cleaning procedure in operation during this time. Common areas and frequent touch points (such as handles and counter tops) are cleaned more frequently than normal. We have the appropriate cleaning products to carry out this task.

A hand sanitiser station is situated immediately inside the entrance of the store and customers are welcome to make use of that at any time.

We ask customers to pay by contactless card wherever possible. All of our card payment machines are contactless for this purpose.

We also ask that customers touch only those products they are intending to purchase and not to touch bikes at all unless under the supervision of a member of staff. This enables us to keep them clean and has an added safety benefit.

Appointments and Queueing

As essential retail we are permitted to be open but we are controlling the number of people in the store at any one time. Given that the store is large (nearly 6000 ft2 spread over two large rooms, it is possible to ensure physical distancing requirements are adhered to. Nonetheless, we will restrict the number of people circulating in the store at any one time to a maximum of two people from a single household per member of sales staff. Since the number of sales staff on duty at any time can vary (though it is usually 3) it is not possible to be precise as to the maximum number of customers who can be in the store. However, when you arrive at the store, you will find some socially distanced seating inside the main entrance and you will be greeted by a member of staff. They may ask you to take a seat until a member of staff becomes available.

You do not need an appointment if you are simply popping into the store for an inner tube, or a similar small item as that process will be relatively quick and no different than going to the local supermarket.  If however, you would like to discuss a bike purchase, that process can take a little longer. So we ask that you make an appointment with us to do so. It couldn’t be easier – just either:

  • Call us on 0131 663 6220
  • Email us on [email protected]
  • DM us using any of our social channels

And we’ll book you in. This has the added advantage of saving you time since when you arrive, you know you won’t have to wait!

Physical Layout of the store – Distancing and barriers

We now have the benefit of a great deal more space than in our previous premises. Nonetheless, you will notice that the sales points are well spaced out to avoid the risk of customers and staff congregating near to each other.  The limit on the number of people being in the store at any one time means we have plenty of space to be able to ensure no-one needs to get closer to anyone else than the physical distancing guidelines require.

We have put Perspex screens up at the sales counters (with a handy slot for the card machine as well as to pass through any documents) to give you and our staff added protection when paying for things.

Click & Collect

With our new website, you will be able to buy items on line and arrange for them to be picked up via Click & Collect. This limits the amount of time you need to be in the store if you are simply purchasing small items so we would encourage customers to use the service wherever practical.

Summary

What has not changed through the Covid-19 pandemic (and never will) is our total focus on customer satisfaction. You can be assured of a warm welcome and a great experience despite the temporary modifications we have understandably had to make in how we go about delivering that great service right now!

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