“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
― Maya Angelou
You work hard to get people out of bad situations
…You’re a problem solver
But you also work in a service business, which means you must effectively communicate and service people who find themselves in situations they’d rather not be in. When you add to that the fact that you are in competition with other towing companies who would love to take your place, you can begin to understand just how important it is to provide the best service possible and why you must continuously work to improve every aspect of the services you provide.
People say that they make buying decisions based on cost alone, but the facts don’t bear that out. Think about the businesses you steer clear of because of the ill-treatment you’ve received.
We think customers should make buying decisions based on the work we do. Our expertise in removing a vehicle from a retaining wall without damage should be enough to thoroughly impress a customer– causing their loyalty and repeat business. But it just isn’t enough.
Don’t be discouraged. There is some good news.
Just as the quote above says, “…people will never forget how you made them feel”. You have the ability to make customers feel good about the services they receive. If you can do your job while treating each customer with the same courtesy and respect you would like to be treated — you will have gotten a long way toward achieving that goal.
With only a few tweaks to the way you do business, you can positively affect how a towing customer feels about the services you provide.
Below is a checklist to help you create a better customer experience. Read it before you go on a call and afterward until it has become ingrained in your mind. Think about how your customer would rate your performance in these ten areas.
- Truck appearance (would you want to get into a dirty cab?)
- Driver appearance (Your neat appearance tells a customer that you care about them)
- Courteous (Treat them the way you’d want your– son, daughter, mother, etc. —treated if they were stranded)
- Ability (Confidence demonstrates ability even when things go wrong)
- Greeting (No matter how difficult, a smile always helps)
- ID Visible
- Be Calm and Reassuring (This goes a long way toward assuring good feelings)
- Explain Effectively (What needs to be done and how long will it take?)
- Provide Prompt Service
- Go Out of Your Way to Help
People want to get a tow for the the lowest price. That’s what they feel good about. I’m sorry but it just doesn’t seem like they care about me or my business at all. Not matter what I do.