If you’ve been a tow truck operator for a considerable length of time, you already know you often encounter people in the midst of some their worst experiences.
While failed batteries, keys locked in cars, and flat tires are three of the leading reasons stranded motorists have to call for roadside assistance, many other stressful situations can lead drivers to contact you for help. Even though some drivers are emotional long before you even arrive on the scene to lend a hand, it’s critical for tow operators to remain professional at all times. This includes the moment tow operators accept a call or text for help all the way through the time they bid their clients farewell.
By maintaining your professionalism, you’ll put your clients at ease and make what may be a bad situation much easier for them to handle.
How to Remain Professional
It goes without saying that there are certain things tow operators should never do if they want to establish and maintain a professional image. You should never use fraud or deceit when you offer or execute your services, for instance. You should also avoid providing your services in a manner that puts others at risk.
While there are many more behaviors and activities tow operators should avoid, there are also a number of things they should do to remain professional. These things include:
- Be Courteous and Empathetic: Depending on your employment contract, you may have to be on call overnight or during holidays. Even when you get a call for help at an inconvenient time, it’s critical to be courteous and empathetic when you respond to a plea for help.
Let callers know you understand their situation and that you’re glad no one was injured. Assure them that you’re on the way to their current location and advise them to wait for your arrival in a safe place away from the roadway. Let them know what your truck looks like, give them the name of your company as well as your name, and provide a brief physical description of yourself and the clothes you’re wearing.
- Communicate: If your truck is equipped with voice controls and Bluetooth connectivity, call the stranded motorists you’re going to help a few minutes before you arrive at their location. This will prevent you from startling them, and it can help put them at ease by letting them know you’re close by.
- Be Helpful: In many instances, drivers break down in locations they’re unfamiliar with. In case you have to rescue a driver who’s from out of town, make sure you have a network of trustworthy repair and body shops you can refer them to. If you’re helping someone when the shops in your network are closed, be prepared to offer a sound, reliable recommendation about where the motorist should have their vehicle towed.
- Keep Your Truck Clean: Even though stranded drivers generally need to make arrangements for their own transportation, you should keep your truck clean at all times. This will give the impression that you are a true professional who takes your job seriously.
- Make Sure Your Clients Are Safe: Before you pull away from drivers with their automobile in tow, you should verify they are able to wait in a safe, secure location until alternate transportation arrives.
If you’re unsure about a location’s safety, offer to call the authorities for your client and offer to wait with them until law enforcement arrives. This will demonstrate that you value more than just their business — you value them as people, too.
- Take a Rules and Safety Course: Taking a rules and safety course can help you maintain your professionalism in even the most challenging situations.
Contact StateCE to learn about our online course today.