What Customers Look for in a Tow Truck Service

IBISWorld estimates 11% growth in 2021 for automobile towing services.  Is your company poised to gain that additional business?  Now is the time to make sure your business plan is established and aligned to achieve success.

When a customer needs tow truck service, are they calling you?

Your business success depends on being in the customer’s consideration set.  Whether the towing need is planned or comes as a result of an unanticipated event, you want your tow truck service to be top-of-mind.  Here are the leading reasons a customer chooses one towing service over another:

1. Referrals. The number one way customers choose a tow truck company is by asking friends and family for referrals or finding posted recommendations online.  With this in mind, its not only important your team members provide exceptional service and flawless work, but that you encourage your customers to share their experiences.  Invite customers to leave a recommendation on your website or social media page, and provide them with extra business cards to give their friends.
2. Professional Service. Often people who are in need of a tow are already stressed and anxious about the situation. The level of professionalism your team provides will make all the difference in helping them feel more calm and relieved.  If you provide transportation for emergency tows, make sure your passenger area is neat and clean.  Being met by a towing professional who is able to communicate the process well, knows how to handle the equipment, and exhibits sincere care will help alleviate concerns and leave the customer feeling good about the work.
3. Reliability.  Whether a person is stuck on the side of the road or taking time off work to deal with an automobile issue, customers want to know your team will be there when they say they will.  Being on time and delivering the service as promised goes a long way in showing the customer you respect their time and are committed to completing the job well.
4. Pricing.  Be aware of what competitors in your area are charging and make sure your pricing structure is in the ballpark.  It’s important for customers to feel they are getting a fair deal, and that your team members are able to provide realistic quotes quickly both online and over the phone.  If you work directly with insurance carriers, be sure to communicate how your team can make filing the claim easy for the customer.
5. Equipment.  Customers want to feel assured you have modern equipment capable of towing their vehicles adequately and safely.  Using Collins Manufacturing’s Hi-Speed^® Dolly or Carrier Dolly systems gives your customer peace of mind their vehicles will be safe from scratches, frame damage, or other casualties of the road.

Choose Collins Dollies to be your business partner in providing your teams with the right equipment to do the job safely and easily.  Our dolly systems have the largest span of towing capacity on the market, and our lightweight frames with ratcheting levers provide the ultimate safety for your team.  Contact us today for more information.