No matter if you have had the worst day and just about done your shift, or dealing with inclement weather, being a towing professional can be tough at the best of times. Your profession is to assist and safely remove vehicles from busy motorways, and with irate customers, angry emergency workers and big rigs speeding past, it can be difficult to remember your p’s and qs. This is why we have brought together some handy tips so you can deliver excellent customer service no matter the situation!
The time between arrival on the scene and first greeting the customer can be a make or break regarding experience. Make sure to take the time to greet your client and make them feel comfortable genuinely. You know what you are doing, but this could be their first time needing a tow, and it will help if they see a friendly dace.
- Be Ready to adjust
Towing and recovery is typically a straightforward solution, but if you are dealing with the general public, you need to be able to change on the fly. Some clients might be hostile to the situation, and you will need to calm them down and lay out the options. While other clients might be upset and require you to provide them with a helping hand. Adjust to the situation and make sure everyone is safe on the scene.
- Communicate Clearly
One of the downfalls of many leading towing professionals is the lack of an ability to communicate issues and options clearly to the client. Although it sounds pitch perfect in your mind, the client might be confused and will need to have an additional explanation. This goes for your towing services, the price, and how to pay, as clear communication will avoid any future issues at the repair shop or halfway down the road!
- Be Positive
Towing can bring out the worst in people, and when you are dealing with irate customers, the best thing you can do is be positive and listen. Being a positive entity in a stressful situation can allow you to control your own emotions, and ensure that everyone can cool down and be safe. Plus, a positive attitude can help bring a client a sense of ease and relaxation which will only improve when dealing with issues around towing and recovery.
- Think one step ahead
As a seasoned professional you should know what is going to come next. Whether it is during the initial pull up or during the tow to the yard, you need to know what is next and how you are going to bring it up. When you are finishing up your transaction try to be positive and courteous, as your clients may become regulars if you leave them with a lasting impression.
The towing industry has long been one that has been knowing for its horrid customer service, and we aim to change that. See how our drivers put these best practices into their everyday job when you call Fairfax Tow Truck!