How Ritchie Bros. goes the extra mile to keep customers safe
Customer service and safety has been and will always be priority one at Ritchie Bros. With the COVID-19 pandemic we have altered our auctions and processes to ensure our customers and employees remain safe while still providing them all the tools and services they need. We have shifted all our auctions online and have introduced new tools—like PriorityBid and our mobile application—to make online bidding easier than ever. As a result, we are seeing an unprecedented number of bidders for our events around the globe.
Current protocols for safety during COVID-19
For sellers, here's how we've heightened safety and social distancing during the contract process.
- Hosting Zoom/Teams video calls with customers instead of in-person meetings.
- Created a touchless process for inspecting equipment, with seller emailing lists, reps inspecting equipment and reviewing evaluations over the phone
- Scheduling in-person meetings with customers outside while practicing safe social distancing, with further measures including:
- Wiping down meeting areas (e.g. picnic tables)
- Wearing masks
- Sitting 6-10 feet apart
- Having 2 sets of paperwork and pens
- If having an onsite meeting, we let the customer set the tone
Even though all our auctions have gone 100% online, our yards are still full of equipment available for inspection. But we're also keeping this environment safe for buyers, sellers and staff by:
- Adding partitions at check-in
- Providing masks and hand sanitizer
- Daily cleaning
- Paperless check-in and check-out
- Monitoring number of people at the site
The delivery and pick-up of equipment and trucks is a key part of the buying and selling process. There is a drop box for keys to help avoid interaction, and we're asking customers to please schedule ahead to avoid long waits and over capacity at our yards. This is also done to keep both staff and customers safe.
Delivering results for customers
As a technology-driven company, our digital and marketing expertise made it possible to shift our auctions to digital formats on demand. So far this has delivered amazing selection for buyers and strong results for sellers.
Week after week, our auctions continue to break and set new bidder registration records, for example:
Edmonton 2020 Auctions:
- May: 23,600+registered bidders, up 33% vs. April 2019 – new company record!
- June: 15,500+ registered bidders, up 51% vs. June 2019
July Fort Worth, TX Auctions:
- 10,800+ people from 60 countries registering - a 108% increase YoY
- 4,400 equipment items and trucks were sold - a 42% increase YOY.
- US$58+ million sold - a 91% increase YoY
Our auctions still feature a live auctioneer on sale days, connecting bidders with assets globally. The bottom line, Richie Bros. is open for business, using industry-leading technology and buyer demand generation, and we haven't missed a beat for our customers.
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