Page 22 - Ideal Roadside

Customer Service
Reputation is crucial, especially when you work in the towing business. When you’re rescuing a driver who’s stranded on the side of the road, it’s really important to step up your game to give them the best towing experience possible. Happy clients are clients that will talk about your business to other people or post glowing reviews online...and that can go a long way in helping you grow your business. Don’t underestimate the importance of online reviews. But how can you ensure that your customers will walk away from the tow happy?
1. Make a good first impression. A first impression goes a long way. Greet customers with a smile and a handshake, even if they look like they’ve got their thundercloud overhead. Introduce yourself and ask how you can help.
2. Don’t delay – be as prompt as possible. The client will most likely not be happy to be kept waiting. And waiting isn’t fun. Imagine if you defy the customer’s expectations and roll up in your truck on time – or early. Be realistic with your ETA and try to keep to it. If you know that you’re not going to make it on time, keep your customer posted if you can and try to make sure they’re updated.
3. Remember that the client is probably dealing with a stressful situation. We’ve all been in the “my car broke down at the worst time and now I need a tow” boat. It’s not fun. You don’t know the customer’s situation or what they’re now running late for.
Anyways, what we’re trying to say is to be patient. Try to be sympathetic and don’t take any temper or anger from the client personally. Yes, it’s not easy. But if you keep your cool and do everything you can to be helpful, the person will have the chance to calm down and you keep the situation from escalating. So, take a breath, count to ten, whatever you have to do to handle the client who’s snarky and rude because “Now I’m late for work and you took too long to get here.”
4. Keep your appearance neat and tidy. Part of that good first impression starts with how you’re dressed. Does your uniform look rumple, with oil stains all over it from your last call? When you reach out to shake hands with your customers, is your hand covered in grease and grime? Putting effort into looking neat and professional can help you make that good impression.
5. Clean up your cab. If you have to give a customer a ride, you don’t want them to cringe when they open the door of the tow truck or wrecker. A cab that’s clean and tidy makes a better impression than one covered in fast food wrappers, coffee cups, and empty water bottles. Remember, you’re a stranger to them and it’s already awkward enough for them to have to accept a ride. Showing that you take pride in your work and your space helps build rapport.
6. Remember the Golden Rule. Treat others the way you would want to be treated. Would you want the tow operator coming to help you to be rude, impatient, or
IDEAL ROADSIDE LLC OPERATING POLICIES 14