Making a living as a tower can be a tough – no doubt. I don’t care – I love the work! Been doing it for most of my life and wouldn’t know what else to do if I didn’t have my towing rig. I know I’m helping people – customers in a tight spot – get on with their life after a little “bump in the road”. Hopefully our customers can see the value we provide and will recommend us to friends if there’s a need.
Which brings me to the point of this article. I’ve been noticing alot of fly-by-night tower on the street lately, and even some established business that have forgotten the term “customer service”. And they wonder why our industry gets such a bad rap. Believe it or not, while our customers may need help ASAP, they still have options out there and those negative ratings in Google or Yelp can be the difference between you getting the call or the other guy.
So today I wanted to talk to you about my short-list of what good towing service looks like after years on the road. I’m a old fart and probably have many more, but I didn’t want to write a dissertation. Hopefully this gets you thinking about ways to improve your service:
- Don’t Over Promise – This here is customer relations 101. Do NOT, under any circumstance, over promise your service or price. Be up front and honest about what could happen so that a potential customer can expect the potential of it happening. Since a good portion of the calls we receive are price shopping, it’s very tempting to offer a low-ball price on the service and then jack up the rate on incidentals.This scenario always ends badly for the tower. Sure, you may get an extra buck or two in the short term, but customer feedback has a way of coming around to hit you three-fold in the wallet, especially in the era of the internet.
- Get the Right Equipment – If you expect to make it in the towing business with your uncle’s 1977 Ford Super Cab and some hooks and chains, you got some more thinking to do. Get real, and get yourself a descent diesel rig (or two) and make sure at least one of them is a flatbed. Customers expect a flatbed truck nowadays rather than the hook and chain models of the past. Invest in a solid winch (https://www.durhamtowingcompany.com/which-winch-for-your-tow-truck/) and a solid tool set to get you out of trouble.
- Get Versatile – These days, as a tower you need to be everything to everybody. Flat tire? Sure, we change those. Dead battery? Yup, we can get you up and running. Need a ride somewhere? No problem. How about towing me 400 miles? OK, here’s the price… I know there’s a tendency to want stability in your day, problem is: the towing business is, by nature, unpredictable. You need to get used to being on your toes. If you can’t handle the uncertainty, you should probably find another line of work.
- Be Positive – If you’re picking up a customer on the side of the road in the sweltering heat, chances are pretty good they’re in a pissed-off mood. Don’t make their day worse by showing up with a scowl. Be courteous, helpful, kind – all the things you were taught in Boy Scouts. Since we’re in the south we call everyone Sir or Ma’am and use the words “thank ya” quite liberally – do the same in your own parlance.
- Look Sharp – Take pride in your business and present yourself, your equipment and you marketing in the most professional and clean way possible. If you’re employing people, ask for customer feedback to make sure that your drivers are setting the same example. By setting these standards you’re actually creating something called a “culture” of excellence that should result in more profits and happier customers.
Again, hoping this help. If you have any questions, please don’t hesitate to ask. Thanks for stopping by…Carl
Carl Moore is owner of Durham Towing Company, offering exceptional Towing Service Durham, NC
