Page 23 - Ideal Roadside

unprofessional? No. So act with courtesy, kindness, and genuineness. Just because you’re frustrated and tired after a long day of work, doesn’t mean the customer deserves to take the brunt of your impatience.
7. Be positive. If you encounter one of those grumpy, angry, or flat-out rude customers, do your best to stay upbeat and positive. By keeping a smile on your face and projecting positive energy, the customer might respond in kind.
8. Explain what needs to happen clearly. Be sure that when you’re explaining how you plan to transport the car (or fix it if it’s a roadside assistance call) that you’re doing so clearly. Be conscious of the fact that they may not know as much about cars – even their car – as you do. Make sure you’re on the same page that they are.
9. Think ahead. Even small things intended to better someone’s day can make a difference. For example, in the summertime, why not carry a cooler with fresh water bottles so you can offer them to customers? Imagine how grateful someone who’s been waiting in the sweltering heat for 45 minutes will be to get a cold water. Try to anticipate how you can ensure they have a more pleasant experience .
10. Display your ID and make sure your truck is clearly marked with the company’s name and logo. Again, you want to be professional and reassuring. Having your ID displayed might help put the client at ease. And having your logo on the tow truck will keep them from wondering who on earth is pulling up alongside them.
11. Go above and beyond. Delivering excellent customer service and showing that you truly care about your customers and their well-being can leave them impressed and happy. Remember, you want your towing business’s name – and your name, of course! – associated with a positive experience.
12. Keep driver morale high. If the drivers are happy, it will show in their actions and attitudes. Customers will be able to tell that they genuinely enjoy their jobs and the work they do. So, brainstorm some things that will help your fellow drivers want to come to work in the morning and bring it up to management. Is it coffee and bagels every other week? Having team lunch once a month? More flexible hours? Whatever it is, try to work with management to make your business the best place ever to work.
IDEAL ROADSIDE LLC OPERATING POLICIES 15