The job of tow truck drivers is a bit like that of a superhero, isn’t it? Somedays your hours are filled with helping stranded motorists while other days you’re on the prowl to locate a vehicle for impound. On good days the sun is shining and you’re cruising with the windows rolled down while others leave you kneeling in snow and slush trying to get a vehicle out of a tough spot. Regardless of the day’s agenda, the kryptonite for most professionals is frustrated, angry, or disgruntled customers.
Here are a few tips from our team to help brighten the customer’s day and create a more positive experience for you and your customer.
- Put yourself in their shoes. Most customers aren’t calling you because something good has happened to them. Instead, the customer’s day has been abruptly interrupted with an engine malfunction, flat tire, or worse—a vehicle accident. Understand their short tempers or upset demeanor are most likely about the matter at hand and have nothing to do with you.
- Smile. In fact, you may be the first person to have a genuine smile for this customer today. While you shouldn’t make light of the situation, using words and facial expressions to show you care will help put the customer at ease. Staying positive and calm will help to reassure the customer about the situation.
- Focus on communication. While you’ve towed hundreds or thousands of vehicles, this may be a new experience for the customer. Stress and anxiety may also prevent the customer from thinking clearly. Describe the procedures from securing the vehicle to where it will be delivered in simple steps and pause as needed to help your customer digest the information. Consider keeping handouts in your tow truck with the steps outlined and a phone number the customer can call with insurance questions or other needs.
- Ask about concerns. By asking the customer “What concerns do you have about towing your vehicle?” you have the opportunity to answer questions about how mechanisms attach to their vehicle or how long it will take for delivery to the destination. Proactively asking about concerns shows the customer that his or her needs are a priority for you.
- Be prepared for kids. While adults may be frustrated about needing a tow, youngsters can be very frightened about an unanticipated event. Consider keeping stickers, coloring books, or other small items on hand to be able to give kids who need a little cheering up or reassurance. Always ask the adult if it’s ok first, though!
Are you using the lightest, safest, most serviceable and most advanced equipment in your business?
To provide the ultimate service for your clients, choose Collins Dollies. Our dollies, mounts, and towing accessories are lightweight and easy install, constructed of durable materials, and provide stable towing while protecting the body of your customer’s vehicle. With dollies from Collins Manufacturing, you and your customer will be back on the road in no time.